Technical Customer Success Coordinator

6 months ago

Oakville, Canada Virox Technologies Inc. Full time

**About the Company**

Virox Technologies Inc. is a leading chemical engineering and manufacturing company dedicated to providing the entire spectrum of global markets concerned with infection control and biosecurity with our safe, effective, sustainable, and patented disinfectants technologies.

We are constantly seeking new ways to transform ourselves and our role in disinfection and are currently on the lookout for a Technical Customer Success Coordinator that shares our passion for safety, biosecurity, infection control, sustainability, and education.

If you’re a self-starter that values teamwork and thinks outside the box, keep reading. This could be a great partnership for both of us.

**The Technical Customer Success Coordinator**

As a member of our Commercial Markets team, the Technical Customer Success Coordinator is responsible for analyzing data gathered from customer inquiries and sharing these insights with the Commercial Team to improve customer experience.

**A day in the life of a Technical Customer Success Coordinator might include**
- Logging all contacts and follow-ups in the CRM system and suggesting ways to improve CRM system efficiencies and functionality. Refining and managing the customer service process, utilizing data analytics and KPIs to measure and monitor performance.
- Researching and proposing ways to improve FAQs, ChatBot, Contact Us Forms, and other customer facing support tools
- Developing and refining a monthly report on key customer service metrics.
- Consulting with the Commercial Team and Product Portfolio Team regarding actions to be taken to address common or frequent inquiries.
- Creating purchase orders for the commercial department and process department expenses when received.
- Other projects and duties, as assigned.

**Does this sound like you?**
- College Diploma in Marketing, Business, Science, or other relevant program.
- 2 years of experience in Customer Service, Marketing, Sales, or a combination thereof.
- Familiarity with CRM software such as: HubSpot.
- Intermediate experience using Microsoft Office Products such as: Outlook, Word, PowerPoint, Excel, and Teams.
- Ability to communicate effectively in both verbal and written form and act as a representative for the Company.
- Ability to demonstrate active listening and empathy to resolve conflicts and customer concerns.
- Ability to think critically to support effective and “outside the box” solutions.
- Demonstrated resiliency under pressure and able to function effectively, despite setbacks.
- Able to work independently, and as part of a team.
- Ability to demonstrate attention to detail, recall product specifications, and adherence to processes.
- Ability to manage time effectively to ensure deadlines are met and service levels are maintained.

**What’s in it for you?**
- Ability to work in a Hybrid set-up.
- Paid time off between December 25th and January 1st each year, for all permanent full-time staff.
- 4-day Summer hour schedule from Mid-May to Labour Day each year.
- Comprehensive benefits program for permanent full-time staff, which includes an Employee and Family Assistance Program, upon successful completion of the probationary period.
- A generous tuition reimbursement program in support of continuous learning and development for all permanent full-time staff, with 1 year of service.
- A casual dress code.
- The Best Social Events Ever

**Want to join the adventure?**

**Job Types**: Full-time, Permanent

**Salary**: $1.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Oakville, ON L6H 6R1: reliably commute or plan to relocate before starting work (required)

**Education**:

- DCS / DEC (required)

**Experience**:

- Customer service, Marketing, Sales, or a combination thereof: 2 years (required)

Work Location: In person

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