Customer Support Coordinator
Top Benefits
About the role
Standards Council of Canada (SCC)
The Standards Council of Canada (SCC) is a federal Crown corporation with the mandate to promote efficient and effective standardization in Canada. Located in Ottawa, SCC has a Governing Council comprised of up to 13 members and a staff of approximately 160. The organization reports to Parliament through Innovation, Science and Industry and oversees Canada's standardization network.
Job Summary
The Customer Support Coordinator monitors and advises of maintenance activities associated with a customer’s accreditation, compiles and distributes the final accreditation report, licensing agreements and certificates and releases a customer’s scope of accreditation for publication. The Customer Support Coordinator acts as the administrative liaison between a customer and the Account Manager, advising the Account Manager of any issues with an account, the need for accreditation maintenance activities and preparation of notification packages, ensuring billing requisitions are processed in a timely manner and updating of customer account data and information on a regular basis.
Key Activities
- Tracks the completion of assessment team deliverables and advises the Account Manager and the Scheduler/Planner of any delays or issues, escalating as necessary.
- Prepares, review, and issues the accreditation review package for the accreditation review team and the accreditation report while monitoring overall timeliness and completion of the review.
- Updates the customer scope of accreditation and the customer account with the accreditation decision/review findings.
- Prepares the customer accreditation package, the accreditation and licensing agreements for issue by the Vice-President, Accreditation Services and ensures proper sign off is provided and documentation filed.
- Monitors the 4-year accreditation calendar and works with the Scheduler/Planner identifying the timing of maintenance activities by customer.
- Advising the Account Manager of upcoming maintenance activities and submission requirements, preparing maintenance submission packages for the account.
- Monitors accreditation agreement expiry dates and advises the Account Manager so that appropriate actions are taken in a timely manner.
- Addresses any filing or correspondence requirements for the account, as requested.
- Validates assessment team expenses and invoices to the budget estimate and statements of work and addresses any identified variances.
- Processes billing requisitions for customer accounts (assessment, annual and special billings) in line with established branch timing and practices.
- Coordinating customer requirements, technical requirements, and personnel availability and qualifications to ensure accreditation services are provided in accordance with the schedule, supporting customer satisfaction and branch revenue projections.
Essential Qualifications
Education
- Diploma or degree from a recognized college or university in business administration, science, or other related discipline
Experience
- A minimum of three (3) years’ experience providing information and guidance to customers in a professional environment
- A minimum of three (3) years’ experience providing customer service, account support and general administrative support, preferably in a technical environment
Skills
- Ability to work independently and accurately with minimum supervision.
- Ability to set priorities, adapt to changing priorities and requirements and to work effectively in a team situation.
- Ability to assess timeliness of the completion of various activities and promote prompt attention to those that are delayed by the individuals responsible for their completion.
- Ability to prepare correspondence and reports for a variety of internal and external stakeholders.
- Strong verbal communications, listening and well-developed writing skills
- Good judgment, attention to detail, tact and discretion
Important Notes:
-
Your cover letter must clearly demonstrate how you meet the education and experience criteria listed under the Essential Qualifications.
-
Your application must be submitted before the closing date.
-
Please ensure your manager is aware of your submission.
-
The SCC is an equal opportunity employer offering competitive compensation and a challenging and dynamic work environment.
-
We thank all candidates for their interest. Only those applicants whose qualifications are most relevant will be considered and contacted.
About Standards Council of Canada | Conseil canadien des normes
Established in 1970 as a federal Crown corporation, the Standards Council of Canada (SCC) is Canada's voice on standards and accreditation on the national and international stage.
SCC works closely with a vast network of partners to promote the development of effective and efficient standards that protect the health, safety and well-being of Canadians while helping businesses prosper.
As Canada's leading accreditation organization, SCC creates market confidence at home and abroad by ensuring that conformity assessment bodies meet the highest national and international standards.
Société d'État fédérale établie en 1970, le Conseil canadien des normes (CCN) est le chef de file canadien de la normalisation et de l'accréditation nationales et internationales.
Il collabore étroitement avec un vaste réseau pour promouvoir l'élaboration de normes efficaces et efficientes qui favorisent la santé, la sécurité et le bien-être de la population canadienne, ainsi que la prospérité des entreprises.
Organisme d'accréditation principal du Canada, il renforce la confiance des marchés au pays et à l'étranger en veillant à ce que les organismes d'évaluation de la conformité respectent les normes nationales et internationales les plus rigoureuses.
Customer Support Coordinator
Top Benefits
About the role
Standards Council of Canada (SCC)
The Standards Council of Canada (SCC) is a federal Crown corporation with the mandate to promote efficient and effective standardization in Canada. Located in Ottawa, SCC has a Governing Council comprised of up to 13 members and a staff of approximately 160. The organization reports to Parliament through Innovation, Science and Industry and oversees Canada's standardization network.
Job Summary
The Customer Support Coordinator monitors and advises of maintenance activities associated with a customer’s accreditation, compiles and distributes the final accreditation report, licensing agreements and certificates and releases a customer’s scope of accreditation for publication. The Customer Support Coordinator acts as the administrative liaison between a customer and the Account Manager, advising the Account Manager of any issues with an account, the need for accreditation maintenance activities and preparation of notification packages, ensuring billing requisitions are processed in a timely manner and updating of customer account data and information on a regular basis.
Key Activities
- Tracks the completion of assessment team deliverables and advises the Account Manager and the Scheduler/Planner of any delays or issues, escalating as necessary.
- Prepares, review, and issues the accreditation review package for the accreditation review team and the accreditation report while monitoring overall timeliness and completion of the review.
- Updates the customer scope of accreditation and the customer account with the accreditation decision/review findings.
- Prepares the customer accreditation package, the accreditation and licensing agreements for issue by the Vice-President, Accreditation Services and ensures proper sign off is provided and documentation filed.
- Monitors the 4-year accreditation calendar and works with the Scheduler/Planner identifying the timing of maintenance activities by customer.
- Advising the Account Manager of upcoming maintenance activities and submission requirements, preparing maintenance submission packages for the account.
- Monitors accreditation agreement expiry dates and advises the Account Manager so that appropriate actions are taken in a timely manner.
- Addresses any filing or correspondence requirements for the account, as requested.
- Validates assessment team expenses and invoices to the budget estimate and statements of work and addresses any identified variances.
- Processes billing requisitions for customer accounts (assessment, annual and special billings) in line with established branch timing and practices.
- Coordinating customer requirements, technical requirements, and personnel availability and qualifications to ensure accreditation services are provided in accordance with the schedule, supporting customer satisfaction and branch revenue projections.
Essential Qualifications
Education
- Diploma or degree from a recognized college or university in business administration, science, or other related discipline
Experience
- A minimum of three (3) years’ experience providing information and guidance to customers in a professional environment
- A minimum of three (3) years’ experience providing customer service, account support and general administrative support, preferably in a technical environment
Skills
- Ability to work independently and accurately with minimum supervision.
- Ability to set priorities, adapt to changing priorities and requirements and to work effectively in a team situation.
- Ability to assess timeliness of the completion of various activities and promote prompt attention to those that are delayed by the individuals responsible for their completion.
- Ability to prepare correspondence and reports for a variety of internal and external stakeholders.
- Strong verbal communications, listening and well-developed writing skills
- Good judgment, attention to detail, tact and discretion
Important Notes:
-
Your cover letter must clearly demonstrate how you meet the education and experience criteria listed under the Essential Qualifications.
-
Your application must be submitted before the closing date.
-
Please ensure your manager is aware of your submission.
-
The SCC is an equal opportunity employer offering competitive compensation and a challenging and dynamic work environment.
-
We thank all candidates for their interest. Only those applicants whose qualifications are most relevant will be considered and contacted.
About Standards Council of Canada | Conseil canadien des normes
Established in 1970 as a federal Crown corporation, the Standards Council of Canada (SCC) is Canada's voice on standards and accreditation on the national and international stage.
SCC works closely with a vast network of partners to promote the development of effective and efficient standards that protect the health, safety and well-being of Canadians while helping businesses prosper.
As Canada's leading accreditation organization, SCC creates market confidence at home and abroad by ensuring that conformity assessment bodies meet the highest national and international standards.
Société d'État fédérale établie en 1970, le Conseil canadien des normes (CCN) est le chef de file canadien de la normalisation et de l'accréditation nationales et internationales.
Il collabore étroitement avec un vaste réseau pour promouvoir l'élaboration de normes efficaces et efficientes qui favorisent la santé, la sécurité et le bien-être de la population canadienne, ainsi que la prospérité des entreprises.
Organisme d'accréditation principal du Canada, il renforce la confiance des marchés au pays et à l'étranger en veillant à ce que les organismes d'évaluation de la conformité respectent les normes nationales et internationales les plus rigoureuses.