Coordinator, Customer Success

Socket.dev; Hamilton; On-site; CAD 52,000 - 76,000; Full time

Job summary

Socket.dev is seeking a Coordinator, Customer Success to own day-to-day order coordination from PO through delivery in our Hamilton manufacturing environment. You will be the primary customer contact after the sale, keeping projects on track and updating customers proactively.

You will maintain accurate CRM records, coordinate with Estimating, Engineering and production, and support the sales team by managing coordination details, ensuring smooth transitions through post-delivery support.

Qualifications

• 2+ years in customer service, order management, project coordination, or account support, ideally in manufacturing, construction, or a technical field.
• Strong CRM and organizational skills with a high standard for accuracy.
• Excellent written and verbal communication; comfortable being the customer-facing voice.
• Able to juggle many active orders and priorities without losing track.

Responsibilities

• Own coordination of active orders from PO through production and delivery, keeping each on track against commitments.
• Serve as the day-to-day point of contact for customers after the sale — responding promptly and keeping them informed.
• Proactively communicate order status, lead times, and any changes to delivery dates before they become a problem for the customer.
• Maintain complete and accurate order information in the CRM through the full order-to-delivery cycle.
• Support the Sales and Estimating Team by handling the coordination and communication detail, freeing them to focus on relationships and growth.
• Coordinate closely with Estimating, Engineering, and the plant to relay accurate status and surface issues early.
• Help ensure a smooth transition into warranty and post-delivery support.

Skills

Customer service

CRM

Communication

Multi-tasking

Tools

CRM software

Job description

POSITION SUMMARY

The Coordinator, Customer Success owns the day-to-day coordination of orders from purchase order through delivery. This role is the customer's consistent point of contact after the sale — keeping projects on track, communicating proactively about status and timelines, and ensuring the customer hears about any change from AirWise
as they happen

KEY RESPONSIBILITIES

• Own coordination of active orders from PO through production and delivery, keeping each on track against commitments.
• Serve as the day-to-day point of contact for customers after the sale — responding promptly and keeping them informed.
• Proactively communicate order status, lead times, and any changes to delivery dates before they become a problem for the customer.
• Maintain complete and accurate order information in the CRM through the full order-to-delivery cycle.
• Support the Sales and Estimating Team by handling the coordination and communication detail, freeing them to focus on relationships and growth.
• Coordinate closely with Estimating, Engineering, and the plant to relay accurate status and surface issues early.
• Help ensure a smooth transition into warranty and post-delivery support.

KEY PERFORMANCE INDICATORS

• Response time: speed and consistency of replies to customer inquiries and updates.
• Proactive-notice rate: delivery-date changes communicated to the customer before the committed date, not after.
• Order accuracy: orders coordinated to delivery with complete information and no avoidable errors.
• Customer satisfaction / health: positive account health and feedback on the post-sale experience.
• CRM accuracy: order records kept complete and current through delivery.

QUALIFICATIONS & EXPERIENCE

• 2+ years in customer service, order management, project coordination, or account support, ideally in manufacturing, construction, or a technical field.
• Strong CRM and organizational skills with a high standard for accuracy.
• Excellent written and verbal communication; comfortable being the customer-facing voice.
• Able to juggle many active orders and priorities without losing track.