Job Vacancy:

Customer Success Coordinator

Customer Success Coordinator

POSITION DETAILS

Position: Customer Success Coordinator
Department: Customer Success
Reports to: Customer Success Manager

JOB DETAILS & REQUIREMENTS

Position Summary / Purpose of Position

The role of the Customer Success Coordinator (CST) is to make our customers and their water features successful while making lasting relationships with our customers by providing “fast expert” advice regarding technical product support and information as well as successfully managing the client expectation during “order to cash” and post order phase.

Key Responsibilities

  • Work cooperatively with Sales and Production teams to smoothly facilitate the quotation and order processes to give Crystal Fountain’s clients a superior customer experience.
  • Work to give customers what “they want” but also ensure that customers “get what they need” to be successful.
  • Manage the A/R collection process for your clients with the Customer Success Manager and Finance team within the standards dictated by Director of Finance, Controls and Audits.

Job Tasks

  • Manage the orders in the system to ensure we meet our client’s deadlines and keep them informed throughout the process.
  • Effectively develop rapport with customers to enhance their Crystal customer experience.
  • Work with clients to increase their understanding and appreciation of Crystal Fountains’ products and services and provide training as necessary.
  • Gather and report (to Customer Care Supervisor) customer feedback relating to their experience with Crystal Fountains’ products and services in order to monitor the image of Crystal Fountains in the market.
  • Assist in other special projects as needed.
  • Fountain Solutions Information Fulfillment – The information depth, quality, accuracy for all information needed for a customer to realize their fountain design.
  • Product Information Fulfillment – The information depth, quality and accuracy of all “customer information that supports our products.
  • To service the post sales needs of our customers such as remote support or technical support during site installations.
  • To provide technical phone support to our clients in relation to our products and fountain construction, focused on electrical and controls.
  • Promptly and accurately respond to Customer requests for product information (Same day turn around)
  • To provide onsite support services as required – Start up and programming of fountains.
  • Promptly and accurately respond to Customer requests for trouble shooting of electrical and controls equipment and standard components (Same day turn around)
  • To service and manage warranty claims. Determination of when trouble shooting leads to products being returned for warranty or further investigation by the quality team.
  • Participate in and maintain a Documented engineering Method that provides enhanced value to our customers
  • Quoting and estimating of mechanical and electrical devices
  • Undertake any other assignments as reasonably issued by Customer Success Manager

Engineering Responsibilities

  • Engineering Risks that the company faces and our customers rely on us to advise them.
  • Fountain Design Standards including all disciplines of engineering, including, mechanical, electrical, etc.
  • The “Day To Day” Engineering Solutions fulfillment and problem solving.
  • Engineering Documentation, customer information documents (shop drawings, catalogue, etc.)
  • Manage & Safeguard Company Assets in your care, such as intellectual property, our proprietary soft wares of “Specifier & Workflow”, engineering databases, fountain design information, product information assets, etc.

Competency Requirements:

Experience & Educational Requirements

  • Mechanical or Electrical Engineering Technologist/Technician Diploma Graduate is an asset.
  • Experience in electronics and network installation.
  • Experience with a variety of processes and equipment.
  • Networking knowledge/ Experience (WAN / LAN / IPCONFIG) is an asset.
  • Exposure to a variety of PLC platforms (Schneider, Horner, Allen Bradley, etc.) is an asset.

Skills Requirements

  • Is capable of upholding the company’s values of honesty, humility, excellence, passion, innovation, customer focus, result oriented and respect.
  • Has excellent Customer Service skills
  • Highly developed communication and interpersonal skills with good writing skills (Spoken and Written English).
  • Ability to treat colleagues and team with dignity and respect and influence a culture of teamwork and willing to share knowledge & skills, should be capable of working well in a team.
  • Able to demonstrate a logical problem solving approach, by taking into account all relevant facts and provide a solution.
  • Is capable of meeting targets for individual business goals as per given deadlines and able to identify ways of getting better.
  • Has the ability to influence others with a positive winning attitude and also responds to supervision positively.
  • Ability to work within a mandate and with minimum supervision.
  • Understands small company environment and is not afraid to “pitch in” to get things done.

Job Types: Full-time, Permanent

Additional pay:

  • Bonus pay

Benefits:

  • Dental care
  • Paid time off

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

Ability to commute/relocate:

  • Concord, ON: reliably commute or plan to relocate before starting work (required)

Education:

  • Secondary School (preferred)

Experience:

  • Customer service: 1 year (preferred)
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