Customer Experience Coordinator

Overview

The Customer Experience Coordinator plays a key role in customer satisfaction and retention by ensuring seamless and proactive coordination between production, logistics, and internal teams. Acting as a strategic point of contact, the role ensures the accuracy, timeliness, and quality of order processing from receipt through final delivery. Through strong organizational skills, attention to detail, and a service-oriented mindset, the incumbent directly contributes to operational performance, process efficiency, and excellence in customer experience, while supporting the company’s overall growth and success.

• The position is based in Quebec, Canada. Any applicant must be currently authorized to work in Canada;

• The position is opened for a maternity leave replacement up to the end of December 2027. The company will review possibility for a permanent position afterwards.

Responsibilities

Coordinate the complete customer order lifecycle, from order receipt to final delivery, ensuring accuracy, on-time execution, and high-quality service.

• Act as the primary point of contact for customers, maintaining proactive communication regarding production, logistics, and order status.

• Collaborate closely with internal teams (production, logistics, sales, credit) to anticipate and quickly resolve operational issues.

• Ensure rigorous tracking of orders and quotations within management systems, with continuous updates of critical information.

• Oversee the logistical and documentation follow-up of shipments through to final delivery to the customer.

• Manage customer complaints with a solution-oriented approach, safeguarding the quality of the customer experience.

• Contribute to commercial performance by supporting service level objectives and assisting the sales team in preparing quotations.

• Perform any other related duties as requested by the immediate supervisor.

Qualifications and Skills

• College diploma in international trade or logistics, or a high school diploma combined with relevant experience

• 5–7 years of experience in customer service and/or logistics

• Bilingual in English and French (spoken and written) – Spanish is an asset

• Strong interpersonal and communication skills

• Demonstrated ability to manage priorities and organize work effectively

• Ability to work under pressure and manage stress

• Strong team spirit, collaboration skills, flexibility, and adaptability

• Sound judgment and initiative

Benefits

• A highly respected global brand within its industry

• A collaborative, team-oriented work environment

• An organization that is agile and open to change and opportunities

• A high level of autonomy and decision-making latitude

• Competitive salary with annual bonus

• Flexible work schedule with remote work options

• Comprehensive benefits package (Group RRSP with employer contribution, group insurance, generous Employee Assistance Program)

• $500 annual health spending account