Customer Excellence Lead

Vortex Aquatic Structures International; Pointe-Claire; On-site; CAD 85,000 - 125,000; Full time

Job summary

Vortex Aquatic Structures International in Canada is seeking a Customer Excellence Lead to elevate the customer experience through operational excellence, process improvements, and proactive support across all touchpoints. You will liaison between customers and internal teams, own the customer portal, guide the CS team, and ensure accurate pricing, timely quotes, orders, and service delivery.

Your role involves cross-functional collaboration, coaching of team members, and driving continuous

Qualifications

• 5+ years experience in customer service, support, or service coordination.
• Experience with CRM and ERP systems; Microsoft Dynamics is an asset.
• Experience administering customer portals or similar business systems.
• Strong customer service, communication, coaching, and problem-solving skills.
• Ability to train customers and team members on systems and processes.
• Strong organizational skills and attention to detail.
• Basic technical troubleshooting knowledge.
• Bilingual in English and French (English ~30% of time for cross-border comms).

Responsibilities

• Serve as the primary contact for customer inquiries by phone, email, and portal.
• Assess and prioritize service requests, routing them to ensure timely resolution.
• Follow up on service requests, quotes, orders, and customer concerns.
• Provide first-level technical support and troubleshooting.
• Act as escalation resource for complex customer issues.
• Own and administer the customer portal and training materials.
• Coordinate quotations and orders in Microsoft Dynamics; ensure pricing accuracy.
• Collaborate with Sales, Operations, Technical Services, Manufacturing and Finance.

Skills

Customer service

Communication

Coaching

Problem-solving

Training

Organization

Detail-oriented

Technical troubleshooting

Bilingual EN/FR

Tools

Microsoft Dynamics

Job description

Ready to shape the future of fun?
At Vortex, we have been bringing communities, businesses, and families together with innovative aquatic structures since 1995. We are proud to have created 10 000 custom installations spanning 50 countries and 5 continents! Vortex creates precious memories for thousands of families around the world every day.

Ready to shape the future of fun?
At Vortex, we have been bringing communities, businesses, and families together with innovative aquatic structures since 1995. We are proud to have created 10 000 custom installations spanning 50 countries and 5 continents! Vortex creates precious memories for thousands of families around the world every day.
If you want an exciting career in an environment that values innovation and collaboration, we’d love to hear from you. We welcome all applicants and are committed to diversity, equity and ensuring everyone is empowered to succeed.
The Customer Excellence Lead is responsible for enhancing the customer experience through operational excellence, process improvement, and customer support. This role serves as a key liaison between customers and internal teams, ensuring responsive service, accurate information, and consistent execution across all customer touchpoints.

Key Responsibilities

Customer Experience & Communication

• Serve as the primary point of contact for customer inquiries by phone, email, and the customer portal.
• Assess and prioritize service requests, routing them appropriately to ensure timely resolution.
• Follow up proactively on service requests, quotes, orders, and customer concerns.
• Provide first-level technical support and troubleshooting assistance.
• Act as an escalation resource for complex customer issues.
• Deliver a professional, responsive, and solution-oriented customer experience.
  

Customer Portal Administration & Training

• Own and administer the customer portal, including user setup, access management, and maintenance.
• Train customers on portal functionality, self-service tools, and best practices.
• Create and maintain customer-facing training materials and documentation.
• Support customer adoption of digital tools and portal enhancements.
  

Team Support & Functional Leadership

• Provide day-to-day guidance, coaching, and support to Customer Service team members.
• Act as a subject matter expert for customer service processes, CRM systems, Microsoft Dynamics, and portal functionality.
• Support onboarding and training of new team members.
• Promote consistency, knowledge sharing, and customer service best practices.
• Collaborate with leadership on process improvements and operational initiatives.
  

Quoting & Order Management

• Prepare and manage customer quotations through Microsoft Dynamics.
• Validate pricing, product information, and order details.
• Process and track customer orders in accordance with established procedures.
• Coordinate service scheduling and technician dispatching when required.
  

CRM, Systems & Data Integrity

• Manage customer service cases and maintain accurate customer records.
• Ensure data integrity across CRM and ERP systems.
• Support reporting, KPI tracking, and continuous improvement initiatives.
• Identify and address data quality issues and process gaps.
  

Process Improvement & Documentation

• Develop and maintain customer service procedures, work instructions, and training materials.
• Identify opportunities to improve workflows, efficiency, and the customer experience.
• Monitor service trends and recommend corrective actions where needed.
• Support standardization, knowledge sharing, and operational excellence initiatives.
  

Cross-Functional Collaboration

• Partner with Sales, Operations, Technical Services, Manufacturing, and Finance to resolve customer issues and support service delivery.
• Participate in service reviews and continuous improvement initiatives.
• Support customer onboarding and account setup activities.
  

Qualifications

• 5+ years of experience in customer service, customer support, order management, or service coordination.
• Experience with CRM and ERP systems; Microsoft Dynamics is an asset.
• Experience administering customer portals or similar business systems.
• Strong customer service, communication, coaching, and problem-solving skills.
• Ability to train customers and team members on systems and processes.
• Strong organizational skills and attention to detail.
• Basic technical troubleshooting knowledge.
• Bilingual in English and French (English is required approximately 30% of the time for regular communication with customers and stakeholders in the U.S. and Europe).
• Continuous improvement, Lean, or process optimization experience is an asset.
  

Splash into fun!