Customer Service Coordinator

6 days ago

Sherbrooke, Canada Dettson Full time

Being a **Customer Service Coordinator** with us means putting your passion and talent to work for both the team and our customers.

As a Customer Service Coordinator, you’ll be responsible for supporting the customer service agents and ensuring customer satisfaction. You’ll need to find effective ways to handle requests, complaints, and concerns, while optimizing team efficiency and well-being. You’ll also play a key role in process improvement and training initiatives.

**On a daily basis, you will**:

- Ensure your team has the tools and resources they need to perform their daily tasks;
- Implement and maintain an up-to-date global knowledge capture system;
- Participate in documenting procedures and work methods and make them accessible;
- Enhance the consistency and uniformity of your team’s actions;
- Optimize internal communications across the Customer Experience team and its various sectors;
- Promote and simplify KPI understanding to engage and mobilize the team;
- Support your team and act as a resource person by performing the same functions as supervised employees when necessary;
- Review and improve departmental processes by identifying optimization opportunities;
- Help resolve customer service and technical support issues;
- Maintain constructive working relationships and foster collaboration among departments;
- Optimize existing processes using newly implemented tools.

**You’re the person we’re looking for if you have**:

- A (DEP) or college diploma (DEC) in a relevant field, or equivalent experience;
- Experience in customer service; A minimum of 3 to 6 years of relevant experience;
- Experience in team management; Technical and general knowledge of electrical products (an asset);
- Strong skills with MS Office, Power BI, and phone systems;
- The ability to quickly identify solutions and implement corrective actions;
- Team spirit and strong leadership skills;
- Bilingualism (French and English — communication with English-speaking customers).

**What sets us apart**:

- Flexible schedule; Possibility of remote work;
- Group insurance plan with employer contribution;
- Employee and family assistance program;
- Telemedicine and mental health support;
- Pension plan with employer contribution;
- Personal leave days;
- Employee and family discounts on select products;
- A collaborative and innovative work environment.

IS

Message from the Recruiters

We can’t wait to meet you

Because we’re passionate about people, we’re eager to learn about your aspirations and see how your potential can flourish with us.

About us

Supported by a vast North American distribution network and more than 1,200 dedicated employees, our group stands out as a major player in the heating, air conditioning, and ventilation sectors. Recognized among the Best Managed Companies, our businesses leverage the complementarity of their expertise to drive innovation and build a sustainable future.

Our company is deeply committed to diversity, equity, and inclusion, and strives to provide a respectful and welcoming work environment for everyone. Believing that talent comes in many forms, we encourage all motivated individuals to apply—even if they don’t meet every single requirement.

The masculine gender is used without discrimination and solely for the purpose of making the text easier to read.

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