Title:  In Service Customer Coordinator

In Service Customer Coordinator 

Reference #34621

Waterdown, ON

About the Role

The In Service Customer Coordinator provides essential support to In Service Account Managers, Contracts Team, Repair, and Logistics teams in coordinating global Service Events to ensure seamless customer support. The position involves creating and maintaining ERP entries, preparing and organizing documentation, compiling reports, and managing formal customer submissions. The role may also include data analysis and research tasks as required.

Primary Responsibilities 

• Support the Service Event throughout the lifecycle, reacting as required, including creating quotations, processing POs, and request invoicing as per PO / contract in ERP and processing shipments.
• Assist and collaborate with the In Service Customer Coordinator team in day to day management and execution of Service Events.
• Ensure high levels of customer satisfaction by responding promptly and professionally to support requests.
• Communicate with customers regarding repair, upgrade and warranty policies, status, funding, and delivery as appropriate.
• Update and maintain ERP systems to support Service Event execution, ensuring data integrity.
• Organize and manage all Customer documentation including profiles, shipping documentation, purchase orders, Trade Compliance and FDA paperwork, and other related materials.
• Support program meetings including meeting documentation, status reports and tracking of action items
• Identify areas for Process improvement and assist in the development of process aids and training documents as required

Required Capabilities 

• Ability to work both independently and collaboratively within a team environment.
• Strong interpersonal skills with an ability to manage multiple priorities effectively.
• Demonstrates proactive and organized approach and strong time management abilities.
• Good communication, problem-solving  and customer service skills.
• Proven ability to engage directly with internal and external customers
• Proficient with Microsoft Office tools (Word, Excel and PowerPoint) and comfortable using ERP systems.
• Willingness to provide off hour support on a scheduled basis.

Desired Education and Experiences 

• Requires fully proficient job knowledge and skills
• Requires a High School Diploma or equivalent and a minimum of 6 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 2 years of prior related experience.
• Prior experience in Service Event / Account coordination and / or Customer Service
• ERP / Manufacturing / Engineering system process experience and / or technical background an asset.
• Understanding of Aerospace / Military maintenance planning or contracts is an asset
• Multilingual capabilities are an asset

*This posting is for a current vacancy.  In the province of Ontario, Canada, the pay range for this position will be $41000 to $91,000  

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