Customer Service Coordinator

Job summary

The Customer Service Coordinator manages customer priorities, escalations, and cross-departmental communication to ensure operational efficiency. They also support team development through coaching and training while maintaining a small portfolio of customer accounts.

Job details

Job Description: Within the Customer Experience team, the Customer Service Coordinator is responsible for helping ensure customer priorities are effectively managed across the organization. Acting as a key link between Customer Service and internal teams, the Coordinator supports daily operations, escalations, team development, and continuous improvement while ensuring the voice of the customer remains at the center of our decisions. Key responsibilities include: Proactively manage and coordinate customer-impacting issues, priorities, and escalations. Work closely with Planning and other departments to prioritize customer needs during manufacturing disruptions, recalls, supply-chain constraints, and other critical situations. Act as a super user, supporting system and process improvements and bringing forward ideas to increase efficiency and reduce manual work. Support, coach, and train Customer Service Representatives on processes, tools, and best practices. Coordinate team coverage and back-up planning during vacations and absences. Ensure appropriate follow-up on blocked orders and other items requiring action. Monitor and help balance workload across the team based on priorities and capacity. Serve as a point of contact for more complex operational questions and help resolve issues before escalation. Collaborate with other departments to identify and implement process improvements that improve the customer experience and operational efficiency. Provide back-up support to the Customer Service Manager when required. Maintain responsibility for a small customer territory/account portfolio to stay connected to daily customer needs and operational challenges. Profile required Customer oriented, action and result; Sense of responsibility; Autonomy; Ability to manage multiple projects at once; Detail oriented; Team player. EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

What you’ll do

The Customer Service Coordinator manages customer priorities, escalations, and cross-departmental communication to ensure operational efficiency. They also support team development through coaching and training while maintaining a small portfolio of customer accounts.

Requirements

The ideal candidate is customer-oriented, autonomous, and detail-oriented with the ability to manage multiple projects simultaneously. Strong teamwork skills and a sense of responsibility are essential for this role.

Listed skills

• Customer service · Preferred
• Operational Efficiency · Preferred
• Problem solving · Preferred
• Training · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Coaching · Preferred
• Team Leadership · Preferred
• Project management · Preferred
• Process Improvement · Preferred
• coordination · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Coordination
• Escalation management
• Process improvement
• Team leadership
• Coaching
• Training
• Supply chain coordination
• Operational efficiency
• Communication
• Project management
• Attention to detail
• Autonomy
• Problem solving
• Process Improvement
• Planning
• Operations
• Prioritization
• Continuous Improvement Process
• Detail Oriented
• Customer Service
• Team Building
• Operational Efficiency
• Supply Chain
• Voice of the Customer (VoC)

Job areas

• Customer Service & Support
• Management & Leadership
• Administrative
• Logistics
• Customer Service Coordinator
• Customer Service Supervisor
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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