Customer Care Coordinator

East Penn Canada: Backup Power Division; Courtice; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Health and dental benefits

Profit sharing

Tuition reimbursement

Internal promotions

Training & development

Employee discounts

Job summary

East Penn Canada is seeking a Customer Care Coordinator to deliver frontline support for customers nationwide from our Courtice head office. You will handle inquiries, process orders, resolve issues, and support key care programs as a core member of the Customer Care Team.

The role is 100% on-site at our Courtice, ON location, with opportunities to identify trends, assist with warranty processing, and contribute to the growth of a profitable service business through effective customer solutions.

Qualifications

• 3–5 years of customer service experience, preferably in distribution or manufacturing environments.
• Strong customer service orientation and a sense of urgency.
• Excellent telephone communication with a professional, customer‑focused approach.
• Proficiency in English (reading, writing, speaking).
• Highly organized with strong prioritization and time-management abilities.

Responsibilities

• Serve as the first point of contact for incoming customer inquiries (phone and email).
• Manage customer requests, inquiries, and orders promptly and professionally.
• Accurately enter all customer information, orders, and communications into the internal system.
• Resolve or escalate 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.

Skills

Customer service

English communication

MS Office

ERP SAP

Team player

Tools

SAP ERP

Job description

When you join East Penn Canada, you become part of a leading battery solutions provider, serving essential industries across Canada. Our teams support transportation, motive power, backup power, and consumer markets by helping the business operate efficiently, serve customers effectively, and make informed decisions every day. We offer meaningful work, opportunities to grow, and the stability of a strong, national organization supported by programs and benefits designed to help you thrive.

What Powers You matters. Here’s how we support our corporate and support teams:

• Competitive compensation with results-based rewards and annual merit increases tied to performance
• 100% employer paid health and dental benefits, plus insurance coverage, a Health Spending Account, and paid sick days to support your health and wellbeing
• Profit sharing and deferred profit sharing programs to support long-term financial planning
• Career growth opportunities, with many roles across our four divisions filled through internal promotions
• Industry leading training and development, including inhouse learning opportunities and tuition reimbursement to support continued growth
• A collaborative, team-based work environment where contributions are recognized and valued
• Employee discounts on batteries, plus access to exclusive deals on popular brands

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

Join a team within the battery industry that values your contributions and invests in your long‑term success.

AI Usage

East Penn Canada uses artificial intelligence tools to support our recruitment process and improve the candidate experience, such as helping organize applications or highlight relevant qualifications. AI is not used to make hiring decisions. All hiring decisions are made by our recruitment team and hiring managers, who are trained to use these tools responsibly.

Application Process

Applicants must be legally eligible to work in Canada to be considered. We thank all applicants for their interest, however, only those selected for an interview will be contacted by phone, email, and for some roles, by text message. All offers of employment are contingent upon the successful completion of thorough background checks, which may include criminal, credit, professional references, driver’s abstracts, and/or education/credentials verification.

Accessibility And Inclusion

East Penn Canada is an equal opportunity employer committed to diversity, inclusion, and accessibility. We welcome applicants from all backgrounds and will provide reasonable accommodations for candidates with disabilities, upon request.