Customer Care Coordinator

Job summary

Serve as the primary contact for customer inquiries, process orders and quotes, document customer interactions, and resolve or escalate issues with timely follow-up. Monitor orders and inventory, support warranty and returns processes, and identify customer service trends and opportunities for improvement.

Job details

When you join East Penn Canada, you become part of a leading battery solutions provider, serving essential industries across Canada. Our teams support transportation, motive power, backup power, and consumer markets by helping the business operate efficiently, serve customers effectively, and make informed decisions every day. We offer meaningful work, opportunities to grow, and the stability of a strong, national organization supported by programs and benefits designed to help you thrive. “What Powers You” matters. Here’s how we support our corporate and support teams: Competitive compensation with results-based rewards and annual merit increases tied to performance 100% employer paid health and dental benefits, plus insurance coverage, a Health Spending Account, and paid sick days to support your health and wellbeing Profit sharing and deferred profit sharing programs to support long-term financial planning Career growth opportunities, with many roles across our four divisions filled through internal promotions Industry leading training and development, including inhouse learning opportunities and tuition reimbursement to support continued growth A collaborative, team-based work environment where contributions are recognized and valued Employee discounts on batteries, plus access to exclusive deals on popular brands The Customer Care Coordinator is responsible for delivering exceptional front-line customer support to East Penn Canada customers across the country. This 100% on-site vacancy is based out of our beautiful Head Office location in Courtice, ON, and plays a key part in ensuring timely, accurate, and professional service by managing customer inquiries, processing orders, resolving issues, and supporting key customer care programs. As a core member of the Customer Care Team, the Coordinator also contributes to the growth of a profitable service business by identifying trends, communicating opportunities, and helping create positive customer solutions. Key Responsibilities Serve as the first point of contact for incoming customer inquiries (primarily through phone and email) Manage customer requests, inquiries, and orders promptly and professionally Accurately enter all customer information, orders, and communications into internal system Resolve or escalate customer issues with urgency and provide follow‑up as required Identify trends, recurring issues, and process improvement opportunities Administer customer concerns and escalations, completing all required documentation Support order delivery and recovery documentation including billing, returns, credit/debit memos, and account updates Process customer part orders and generate accurate quotes Respond to or escalate technical product or battery application inquiries Monitor open orders and inventory to prevent back orders and late deliveries Support warranty processing, returned goods acquisition, and inspection claims Assist with battery recovery program activities and related administration Experience & Qualifications 3-5 years of customer service experience, preferably gained from distribution or manufacturing environments Strong customer service orientation and a strong sense of urgency Excellent telephone communication skills — clear, professional, and customer‑focused Strong ability to communicate in English (reading, writing, and speaking) Highly organized with strong prioritization and time‑management abilities Calm and composed under pressure, especially when problem‑solving Positive, professional, and collaborative team player Able to navigate Microsoft Office (Outlook, Word, and Excel) with strong documentation skills Ability to learn and adapt to new computer systems and applications (experience with ERP systems such as SAP a major asset) Battery, automotive, or related industry experience is an asset Other Considerations Background checks including criminal checks and professional references are required as a condition of employment Applicants who are interviewed for this position will receive a notification regarding the hiring decision within 45 days of their final interview date Hiring range for this role is estimated at $45,000 to $55,000 annually - actual salary to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data Join a team within the battery industry that values your contributions and invests in your long-term success. AI Usage East Penn Canada uses artificial intelligence tools to support our recruitment process and improve the candidate experience, such as helping organize applications or highlight relevant qualifications. AI is not used to make hiring decisions. All hiring decisions are made by our recruitment team and hiring managers, who are trained to use these tools responsibly. Application Process Applicants must be legally eligible to work in Canada to be considered. We thank all applicants for their interest, however, only those selected for an interview will be contacted by phone, email, and for some roles, by text message.All offers of employment are contingent upon the successful completion of thorough background checks, which may include criminal, credit, professional references, driver’s abstracts, and/or education/credentials verification. Accessibility And Inclusion East Penn Canada is an equal opportunity employer committed to diversity, inclusion, and accessibility. We welcome applicants from all backgrounds and will provide reasonable accommodations for candidates with disabilities, upon request.

What you’ll do

Serve as the primary contact for customer inquiries, process orders and quotes, document customer interactions, and resolve or escalate issues with timely follow-up. Monitor orders and inventory, support warranty and returns processes, and identify customer service trends and opportunities for improvement.

Requirements

Requires 3–5 years of customer service experience, preferably in distribution or manufacturing, along with strong communication, organization, prioritization, and problem-solving abilities. Candidates should be proficient with Microsoft Office and able to learn new systems; SAP or other ERP experience and battery or automotive industry experience are assets.

Benefits

• Competitive Compensation
• Results-Based Rewards
• Annual Merit Increases
• Employer-Paid Health Benefits
• Employer-Paid Dental Benefits
• Insurance Coverage
• Health Spending Account
• Paid Sick Days
• Profit Sharing
• Deferred Profit Sharing
• Career Growth Opportunities
• Training and Development
• Tuition Reimbursement
• Collaborative Team Environment
• Employee Discounts

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Teamwork · Preferred
• ERP systems · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Microsoft Excel · Preferred
• Documentation · Preferred
• telephone communication · Preferred
• Prioritization · Preferred
• Microsoft Word · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Telephone Communication
• Written Communication
• Order Processing
• Customer Issue Resolution
• Documentation
• Prioritization
• Time Management
• Problem-Solving
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• ERP Systems
• Inventory Monitoring
• Warranty Processing
• Teamwork

Job areas

• Customer Service & Support
• Administrative
• Manufacturing
• Logistics

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