Customer Operations & Service Coordinator (Bilingual)

Miele•Vaughan, ON

1d•CA$60,000 - CA$70,000•Onsite

About The Position

This role is responsible for coordinating and overseeing service activities to ensure timely, efficient, and high-quality support for Miele professional customers. The coordinator will manage service calls, monitor progress, and ensure proper documentation. A key aspect of the role involves promoting and supporting service contract and maintenance plan sales through customer outreach, quoting, and coordination with business partners. Additionally, the coordinator will manage installation planning and site readiness, support initiatives to improve customer feedback, and collaborate with internal teams, service providers, and customers to resolve issues. The position also entails managing special projects alongside regular operational duties, all while demonstrating professionalism and adherence to Miele’s core values and service excellence standards.

Requirements

2+ years of customer service experience.
2+ years of call center or customer operations experience.
2+ years of service call planning or coordination experience.
Strong computer skills with knowledge of Microsoft Office 365, particularly Excel.
Ability to read, write, and communicate effectively in both English and French.
Ability to read and interpret safety rules, operational documentation, and maintenance manuals.
Strong organizational and multitasking abilities in a fast-paced environment.
Excellent customer service, communication, and relationship-building skills.
Ability to solve problems proactively and manage difficult customer situations professionally.
Ability to work independently while collaborating effectively within a team environment.
Highly organized, dependable, self-motivated, and detail-oriented.
Passion for delivering exceptional customer experiences and willingness to learn.

Nice To Haves

Experience using CRM systems is considered an asset.
ASW/SAP experience preferred.
Technical knowledge of electrical, mechanical, and electronic systems/equipment is considered an asset.

Responsibilities

Coordinate and oversee service activities to ensure timely, efficient, and high-quality support for Miele professional customers.
Schedule and manage service calls, monitor progress, and ensure proper documentation and closure of service activities.
Promote and support service contract and maintenance plan sales, including customer outreach, quoting, and coordination with business partners.
Coordinate installation planning and site readiness with customers and service providers.
Support initiatives aimed at improving customer feedback and field service survey participation.
Collaborate with internal teams, service providers, and customers to resolve issues efficiently and professionally.
Manage special projects while maintaining regular operational responsibilities.
Demonstrate professionalism and adherence to Miele’s core values and service excellence standards.