Cusotmer Support Coordinator

Standards Council of Canada | Conseil canadien des normes; Ottawa; On-site; CAD 65,000 - 90,000; Full time

Job summary

The Standards Council of Canada is seeking a Customer Support Coordinator to manage accreditation activities, prepare packages and reports, and serve as the administrative liaison between customers and the Account Manager. The role requires at least three years of customer service and administrative experience, strong writing and verbal skills, and the ability to work independently and in a team.

A college diploma or university degree in business, science, or related discipline is required.

Qualifications

• Minimum of three (3) years’ experience providing information and guidance to customers in a professional environment.
• Minimum of three (3) years’ experience providing customer service, account support and general administrative support, preferably in a technical environment.
• Ability to work independently and with minimal supervision.
• Ability to set priorities and adapt to changing requirements.
• Ability to work effectively in a team.
• Ability to assess timeliness of tasks and address delays.
• Prepare correspondence and reports for internal and external stakeholders.
• Strong verbal communication and well-developed writing skills.
• Good judgment, attention to detail, tact and discretion.

Responsibilities

• Tracks completion of assessment team deliverables and informs the Account Manager and Scheduler/Planner of delays or issues.
• Prepares, reviews, and issues the accreditation review package and report, monitoring timeliness.
• Updates the customer scope of accreditation and the customer account with findings.
• Prepares the accreditation package and licensing agreements for issue by the VP, Accreditation Services and files documentation.
• Monitors the 4-year accreditation calendar and coordinates timing of maintenance activities.
• Advises the Account Manager of upcoming maintenance activities and submission requirements.
• Monitors accreditation expiry dates and advises on timely actions.
• Addresses filing or correspondence requirements as requested.
• Validates assessment team expenses and invoices against budget estimates.

Skills

Customer service

Account support

Administrative support

Independent work

Team collaboration

Prioritization

Verbal communication

Attention to detail

Education

Business/science degree

Job description

Who We Are

The Standards Council of Canada SCC is a small but impactful Crown corporation that reports to Parliament through Innovation, Science and Economic Development Canada. Using our expertise and vast network, SCC helps organizations by opening a gateway to possibilities, both at home and abroad. We bring people together, foster collaboration and expand their horizons in trade, sustainability and global connectivity. We represent and advance Canada’s interests on the international stage in ways no other organization can.

As Canada’s national standardization body, SCC offers more than a few pieces of the standards development and conformity assessment puzzle. We provide comprehensive strategies that allow Canadian businesses and innovators to contribute to shaping established and emerging markets. We help knock down trade barriers and create opportunities for businesses to innovate and expand into new markets by laying the foundation for their success.

SCC’s work also helps drive Canada’s health, well-being and economic prosperity. Whether it’s the food we eat, the products and technologies we use, or how we get to work, every aspect of our lives is touched by standards. Standards and conformity assessment not only provide confidence in the quality and safety of products and services, they also play an integral role in improving the overall health and safety of Canadians, and of their environment. At SCC, everything we do is aimed at improving Canadians’ quality of life and economic prosperity.

Our Culture

A recipient of Waterstone’s Canada’s Most Admired Corporate Cultures award in 2023, 2024, and 2025, we foster a culture grounded in our core values of respect, professionalism, and integrity. Our culture continues to evolve as we adapt to new ways of working, strengthening our ability to collaborate, remain agile, and support one another. This sustained recognition reflects a workplace defined by compassion, flexibility, and a shared commitment to excellence.

A day in the life of a Customer Support Coordinator

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.

Your Background

Requirements

Security clearance: Reliability

Language: Bilingual Imperative (IISS)

Education

• Diploma or degree from a recognized college or university in business administration, science, or other related discipline

Experience and skills

• 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
• 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

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.