Customer Experience Coordinator

Techo-Bloc; Longueuil; On-site; CAD 45,000 - 65,000; Full time

Job summary

Techo-Bloc is seeking a Client Support Coordinator to ensure superior service to clients and enhance their loyalty. The role involves managing customer inquiries, handling complaints effectively, and coordinating field team efforts. Ideal candidates will possess strong customer service skills and be bilingual in French and English.

Benefits

Group insurance & RRSP with employer contribution

24/7 telemedicine & Employee Assistance Program (EAP)

Inhouse leadership development and coaching

Training & Development Programs

Considerable referral bonuses

Discounts on Techo-Bloc’s products

Healthy snack-filled kitchens

Techo-Bloc branded swag

Employee Recognition Events

Qualifications

• Strong customer service skills with a passion for service.
• Excellent bilingualism in French and English.
• Experience with administrative support for a field team.

Responsibilities

• Manage customer inquiries and complaints.
• Coordinate field service team activities.
• Provide training and support to the sales team.

Skills

Customer service

Problem-solving

Attention to detail

Bilingualism (French and English)

Proficiency in Microsoft Office Excel and Word

Personal motivation

Job description

Company Description

Schedule :

• Monday to Friday 8am - 5pm

Pave your career at Techo-Bloc:We are entrepreneurial and innovators at heart who love to roll up our sleeves, jump right in and get things done. We boast 9 cutting-edge manufacturing facilities, 13+ distribution centers, and a dynamic team of over 900 employees located across 20+ locations in North America. We have ambitious growth plans and a restless pursuit of excellence. We live to create, and we invest in great ideas. We take pride in offering a collaborative, inclusive and positive working environment.

Career Growth and Recognition:At Techo-Bloc, we're career builders. Explore advancement opportunities through our well-defined career paths by department. Your success is our shared responsibility, supported by a culture that values your unique contributions.

Performance-Driven Rewards:Experience the direct impact of your efforts with competitive performance-based bonuses. Join a passionate, driven team that collaborates seamlessly to achieve remarkable results.

Financial Stability:We’ve experienced consistent growth, reflecting our strong financial health and continued geographical expansion across North America.

Collaborative Company Culture:Ditch the silos and join us in driving innovation and excellence together. We support and care about each other’s success! Experience a vibrant culture with 5-star ratings from most of our employees. Leave egos at the door as we engage in activities like brainstorming sessions, lively BBQs, and festive parties, fostering a strong sense of community and belonging.

Perks and Benefits:

• Group insurance & RRSP with employer contribution
• 24/7 telemedicine & Employee Assistance Program (EAP)
• Inhouse leadership development and coaching
• Training & Development Programs
• Considerable referral bonuses
• Discounts on Techo-Bloc’s products
• Healthy snack-filled kitchens
• Techo-Bloc branded swag
• Employee Recognition Events

Job Description

The Client Support Coordinator's mission is to provide superior satisfaction to clients and build their loyalty. The coordinator will be responsible for managing customer inquiries by addressing their concerns and scheduling appropriate actions for our service team. Here is an overview of the position's responsibilities:

Complaints management:

• Act as the primary point of contact and provide guidance on warranty and non-warranty issues for online assistance requests;
• Support the sales team with their records and provide training to ensure smooth processes;
• Provide stakeholders with visibility into the status of cases;
• Collaborate with the sales, customer service, and finance teams to ensure solutions are provided, approved, executed, and complaints are resolved within specified timelines;
• Handle and manage complaints (from creation to resolution);
• Coordinate and execute the proposed solution.

Field Team Management:

• Plan the field service team to implement solutions provided by the sales team for complaints and merchandising tasks;
• Collaborate with display architects, the sales team, and dealers to plan FSC (Field Service Coordinator) and execute distributor display work;
• Coordinate field team schedules, approve team working hours, and expense reports;
• Order equipment, tools, cleaning products, or clothing that the team may need and ensure they are always stocked for their routes.

Qualifications

• Strong customer service skills with a passion for service and taking ownership of every customer contact;
• Excellent problem-solving skills, a positive attitude, and attention to detail;
• Excellent bilingualism (French and English), both spoken and written (English is necessary to serve our clients in the United States);
• Ability to handle multiple tasks simultaneously, coordinate, prioritize, and follow up within deadlines;
• Proficiency in Microsoft Office Excel and Word;
• Personal motivation, initiative, and a quick learning ability;
• Experience with administrative support for a field team.

Additional Information

We thank all applicants for their interest; however, only those whose applications are considered will be contacted.

The use of the masculine gender has been adopted for ease of reading and is not intended to be discriminatory.