Customer Success Coordinator

Smile Innovations Group; Vancouver; On-site; CAD 42,000 - 60,000; Full time

Job summary

Shanto Dental Ceramics in Vancouver is seeking a Customer Success Coordinator to provide outstanding service to dental practices, clinicians, patients, and internal teams while coordinating cases, logistics, and administration.

The role requires strong organization, clear communication, meticulous attention to detail, and the ability to manage competing priorities in a fast-paced lab environment.

Qualifications

• Strong organization and attention to detail.
• Excellent communication and customer service.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide professional customer service to dental practices, clinicians, patients, and internal teams through phone, email, and in-person communication.
• Coordinate dental cases from intake through completion, including case preparation, documentation, appointments, follow-ups, and customer communication.
• Monitor case progress, priorities, and delivery timelines to help ensure on-time case completion.
• Coordinate with Production and other internal departments to address delays, changes, missing information, and special requirements before they impact delivery timelines.
• Manage shipping and receiving activities, including preparation, tracking, and coordination of incoming and outgoing cases.
• Support digital case submissions and workflows, ensuring required information is complete and accurately recorded.
• Process invoices, maintain accurate billing, and keep customer, patient, case, and operational records up to date within the lab management system (LMS) system.
• Assist with billing activities, including customer inquiries.
• Handle confidential documents and patient information in accordance with company procedures and privacy requirements.
• Assist with inventory management, production reporting, and operational tracking as required.
• Identify opportunities to improve workflows, processes, and operational efficiency.
• Collaborate with internal teams to maintain smooth daily operations and a consistent customer experience.
• Adapt to changing priorities, processes, technologies, and business requirements.
• Support departmental projects and other administrative responsibilities as required.
• Maintain a clean, organized, and professional work environment.

Job description

ABOUT SHANTO DENTAL

Hiring the right people, in the right roles.

Shanto Dental Ceramics is a full-service Vancouver dental laboratory known for technical expertise, service excellence, and innovative digital dental solutions.

POSITION SUMMARY

The Customer Success Coordinator is responsible for providing exceptional customer service to our internal and external stakeholders, while coordinating dental cases, logistics, and administrative support to ensure accurate and timely completion. The role requires strong organization, communication, attention to detail, and the ability to manage priorities in a fast-paced environment.

GENERAL RESPONSIBILITIES

• Provide professional and responsive customer service to dental practices, clinicians, patients, and internal teams through phone, email, and in-person communication.
• Coordinate dental cases from intake through completion, including case preparation, documentation, appointments, follow-ups, and customer communication.
• Monitor case progress, priorities, and delivery timelines to help ensure on-time case completion.
• Coordinate with Production and other internal departments to address delays, changes, missing information, and special requirements before they impact delivery timelines.
• Manage shipping and receiving activities, including preparation, tracking, and coordination of incoming and outgoing cases.
• Support digital case submissions and workflows, ensuring required information is complete and accurately recorded.
• Process invoices, maintain accurate billing, and keep customer, patient, case, and operational records up to date within the lab management system (LMS) system.
• Assist with billing activities, including customer inquiries.
• Handle confidential documents and patient information in accordance with company procedures and privacy requirements.
• Assist with inventory management, production reporting, and operational tracking as required.
• Identify opportunities to improve workflows, processes, and operational efficiency.
• Collaborate with internal teams to maintain smooth daily operations and a consistent customer experience.
• Adapt to changing priorities, processes, technologies, and business requirements.
• Support departmental projects and other administrative responsibilities as required.
• Maintain a clean, organized, and professional work environment.

IDEAL CANDIDATE

The ideal candidate is highly organized, dependable, and customer-focused, with strong attention to detail and a proactive approach to problem-solving. They take ownership of their work, manage competing priorities effectively, and respond promptly to time-sensitive customer and case requirements in a fast-paced, deadline-driven environment.

The successful candidate demonstrates:

• Strong attention to detail and accuracy.
• A strong sense of urgency and accountability.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and meet deadlines.
• Proactive problem-solving and follow-through.
• Adaptability and willingness to learn.
• Professionalism and customer-focused service.
• Ability to quickly learn and work with new systems, technologies, and processes.
• Ability to collaborate effectively with multiple departments.