Customer service coordinator

Agropur•Longueuil, QC

7d•Hybrid

About The Position

The Customer Service Coordinator actively contributes to achieving the objectives of the dynamic and dedicated Customer Service team for the Industrial and Ice Cream category by supporting the management of distribution centre customer requests and their orders. The incumbent is responsible for processing complaint and credit requests, following up on orders for key customers, and coordinating various tasks with Sales and other internal departments. The role requires a solution-oriented mindset, strong autonomy, and excellent work methodology. The incumbent must demonstrate strong analytical skills, be proactive and versatile, and be able to synthesize information with a strong focus on data accuracy. A collaborative environment where teamwork is encouraged and valued.

Requirements

Bachelor’s degree in administration or another relevant field
Recognized for strong analytical skills and the ability to communicate effectively
Able to handle multiple tasks simultaneously in a fast and efficient manner
Minimum of three (3) years of experience in customer service
Bilingualism required: French and English, spoken and written

Responsibilities

Researching and gathering information related to complaints, returns, and credits.
Managing complaints with a focus on data accuracy, rigorous follow-ups, compliance with timelines and service standards with sites; ensuring quality, relevance, and proper escalation of complaint responses to customers.
Ensuring procedures and work instructions are up to date; drafting key highlights, automating KPIs, monitoring complaints, and producing trend reports.
Supporting the quality function, ensuring backup training, and conducting refresher exercises.
Managing credit processes, return RMAs, price corrections, and rebilling, including monitoring and service standards.
Processing and following up on orders for key customers, new customers, sample requests, missing products, and product launches.
Monitoring, analyzing, and resolving various issues related to order processing.
Managing parameters and monitoring automated (EDI) orders according to timelines and schedules.
Following up and communicating with team coordinators and internal departments to ensure smooth order processing.
Validating and allocating inventory stock.
Analyzing urgent orders and coding missing products.
Demonstrating the ability to handle multiple tasks simultaneously in a fast-paced and efficient manner.
Consolidating and simplifying existing processes related to data entry automation (EDI).
Ensuring the accuracy, precision, and integrity of information required for production, processing, shipping, and receipt of orders, with a strong focus on quality and on-time delivery.
Taking ownership of daily priorities and demonstrating a value-added, customer-focused approach.