Customer Care Coordinator

STP Nuclear Operating Company; Courtice; On-site; CAD 45,000 - 55,000; Full time

Job summary

East Penn Canada is seeking a Customer Care Coordinator to deliver frontline support from our Courtice, ON head office. This 100% on-site role handles inquiries, orders, and issues to ensure timely, accurate service while supporting key customer care programs.

You will work closely with the Customer Care Team to identify trends, improve processes, and contribute to a profitable service business. Strong English, organization, and ERP SAP experience are assets.

Qualifications

• 3-5 years of customer service experience in distribution or manufacturing.
• Strong customer service orientation and sense of urgency.
• Excellent telephone communication — clear and professional.
• English communication skills (reading, writing, speaking).
• Highly organized with time-management abilities.
• Proficient with Microsoft Office (Outlook, Word, Excel).
• Experience with ERP systems such as SAP is a major asset.

Responsibilities

• Serve as first point of contact for inquiries via phone and email.
• Manage requests, inquiries, and orders promptly and professionally.
• Enter customer information and orders into the internal system.
• Resolve or escalate issues with urgency and follow up.
• Identify trends and process improvement opportunities.
• Support order delivery, billing, returns, and account updates.
• Process customer part orders and generate quotes.
• Monitor open orders and inventory to prevent backorders.
• Assist with warranty processing and related claims.

Skills

Customer service

English communication

Telephone skills

Organization

Team player

Problem solving

Tools

Microsoft Office

Outlook

Word

Excel

ERP SAP

Job description

The Customer Care Coordinator is responsible for delivering exceptional front-line customer support to East Penn Canada customers across the country.

This 100% on-site vacancy is based out of our beautiful Head Office location in Courtice, ON, and plays a key part in ensuring timely, accurate, and professional service by managing customer inquiries, processing orders, resolving issues, and supporting key customer care programs.

As a core member of the Customer Care Team, the Coordinator also contributes to the growth of a profitable service business by identifying trends, communicating opportunities, and helping create positive customer solutions.

Key Responsibilities

• Serve as the first point of contact for incoming customer inquiries (primarily through phone and email)
• Manage customer requests, inquiries, and orders promptly and professionally
• Accurately enter all customer information, orders, and communications into internal system
• Resolve or elevate customer issues with urgency and provide follow‑up as required
• Identify trends, recurring issues, and process improvement opportunities
• Administer customer concerns and escalations, completing all required documentation
• Support order delivery and recovery documentation including billing, returns, credit/debit memos, and account updates
• Process customer part orders and generate accurate quotes
• Respond to or elevate technical product or battery application inquiries
• Monitor open orders and inventory to prevent back orders and late deliveries
• Support warranty processing, returned goods acquisition, and inspection claims
• Assist with battery recovery program activities and related administration

Experience & Qualifications

• 3-5 years of customer service experience, preferably gained from distribution or manufacturing environments
• Strong customer service orientation and a strong sense of urgency
• Excellent telephone communication skills — clear, professional, and customer‑focused
• Strong ability to communicate in English (reading, writing, and speaking)
• Highly organized with strong prioritization and time‑management abilities
• Calm and composed under pressure, especially when problem‑solving
• Positive, professional, and collaborative team player
• Able to navigate Microsoft Office (Outlook, Word, and Excel) with strong documentation skills
• Ability to learn and adapt to new computer systems and applications (experience with ERP systems such as SAP a major asset)
• Battery, automotive, or related industry experience is an asset

Other Considerations:

• Background checks including criminal checks and professional references are required as a condition of employment
• Applicants who are interviewed for this position will receive a notification regarding the hiring decision within 45 days of their final interview date

• Hiring range for this role is estimated at $45,000 to $55,000 annually - actual salary to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data