Customer Experience & Order Specialist

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

Career growth

Team environment

Employee discounts

Job summary

East Penn Canada is seeking a Customer Care Coordinator to deliver exceptional front-line support for customers across Canada. This on-site role is based at our Courtice, ON head office and focuses on timely, accurate service by managing inquiries, processing orders, resolving issues, and supporting key customer care programs.

As part of the Customer Care Team, you will identify trends, communicate opportunities, and help create positive customer solutions that grow a profitable service

Qualifications

• 3–5 years of customer service experience, ideally in distribution or manufacturing.
• Strong customer service orientation and a sense of urgency.
• Excellent telephone communication skills — clear and professional.
• Fluent English (reading, writing and speaking).
• Highly organized with strong prioritization and time management abilities.
• Calm under pressure with good problem solving.
• Positive, professional, and collaborative team player.
• Able to navigate Microsoft Office (Outlook, Word, Excel).
• Experience with ERP systems such as SAP is a major asset.
• Battery, automotive, or related industry experience is an asset.

Responsibilities

• Serve as the first point of contact for incoming customer inquiries (phone and email).
• Manage customer requests, inquiries, and orders promptly and professionally.
• Enter all customer information, orders, and communications into the internal system.
• Resolve or elevate customer issues with urgency and follow‑up as required.
• Identify trends, recurring issues, and process improvement opportunities.
• Administer customer concerns and escalations with required documentation.
• Support order delivery and recovery documentation including billing, returns, credits 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 and inspection claims.
• Assist with battery recovery program activities and related administration.

Skills

Customer service

Phone communication

English proficiency

MS Office

ERP SAP

Time management

Problem solving

Team player

Documentation

Battery industry experience

Tools

SAP ERP

Job description

East Penn Canada is seeking a Customer Care Coordinator to deliver exceptional front-line support for customers across Canada. This on-site role is based at our Courtice, ON head office and focuses on timely, accurate service by managing inquiries, processing orders, resolving issues, and supporting key customer care programs.

As part of the Customer Care Team, you will identify trends, communicate opportunities, and help create positive customer solutions that grow a profitable service