Coordonnateur, succès client / Customer Success Coordinator

CM Labs • Laval, QC

2d

About The Position

You own the customer relationship from the moment a purchase order arrives until the order is delivered. You are the customer’s single point of contact during fulfillment: you know the status of every open order, you communicate timelines before you are asked, and you make sure the paperwork, the shipment, and the invoice all line up. The role sits between Sales, Production, Finance, and Logistics. Training is provided on our systems and on export and customs documentation.

Requirements

• Three to five years in order management, order fulfillment, customer service, or inside sales support, in a manufacturing, industrial, or technology-hardware environment.
• Hands-on experience processing orders in a CRM and an ERP — Salesforce, NetSuite, SAP, Dynamics, or comparable. Experience with our specific systems is not required; comfort working in structured order-management systems is.
• Experience arranging shipments with carriers or freight forwarders, including the accompanying documentation.
• Fully bilingual in French and English, with the written proficiency to correspond directly with customers in both.
• Proven ability to manage many concurrent orders against competing deadlines while keeping records accurate, with strong attention to detail on documents and data.
• Willingness to learn export and customs documentation and become the internal reference point for it.

Nice To Haves

• Experience preparing export and customs documentation; familiarity with controlled-goods or export-permit processes.
• Direct experience with Salesforce and/or NetSuite.
• Experience with capital equipment, configured products, or long-lead-time orders; international or crated freight.
• Exposure to milestone billing, contract administration, or public-sector customers.

Responsibilities

• Keep order records, promise dates, and shipment data accurate and synchronized across both systems, and produce open-order and backlog reports for the Operations team.
• Acknowledge each order, confirm the expected timeline, and provide scheduled progress updates through to delivery.
• Notify customers of schedule changes, delays, or partial shipments — with the reason and the revised date — before the original commitment is missed.
• Gather delivery requirements from the customer (site readiness, receiving constraints, documentation, scheduling), and escalate issues needing Sales, Production, or Engineering input through to closure.
• Plan, book, and track domestic and international shipments with carriers and freight forwarders; coordinate ship-ready dates, packing, and crating with Production and Shipping/Receiving; resolve carrier exceptions and obtain proof of delivery.
• Prepare and verify export and customs documentation — commercial invoices, packing lists, certificates of origin, HS classification, Incoterms — and assemble what is required for export permits or controlled-goods shipments before shipment.
• Arrange inbound freight and shipping paperwork for authorized returns, and book and track outbound spare and replacement part shipments. (Technical disposition and warranty decisions sit with other teams.)
• Trigger milestone, shipment, and delivery invoicing in NetSuite per contract terms
• Work with Finance and the customer to clear PO, billing, and documentation issues holding up payment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed