Coordinator, Customer Success

Love Energy Savings; Hamilton; On-site; CAD 45,000 - 65,000; Full time

Job summary

AirWise is seeking a Coordinator, Customer Success to own day-to-day coordination of orders from PO through delivery. You will be the customer’s primary contact after the sale, keeping projects on track and proactively communicating status and timelines as changes occur.

You will maintain complete order data in the CRM, support Sales and Estimating, and work with Estimating, Engineering, and the plant to surface issues early and ensure a smooth post-delivery transition.

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.

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

CRM skills

Order coordination

Customer service

Communication

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.