Coordonnateur, succès client / Customer Success Coordinator
HybridLaval, Quebec, Canada
Job Summary
Own the customer relationship from purchase order receipt through delivery as the single point of contact for fulfillment. Maintain accurate order records, promise dates, and shipment data across systems while producing open-order and backlog reports for Operations. Acknowledge each order, confirm timelines, and provide progress updates until delivery, notifying clients of any schedule changes or delays before commitments are missed. Gather delivery requirements and escalate issues involving Sales, Production, or Engineering to resolution. Plan and track domestic and international shipments with carriers, coordinating ship-ready dates and packing with Production. Prepare export and customs documentation, including invoices, packing lists, and HS classifications, and trigger milestone invoicing in NetSuite per contract terms. Collaborate with Finance to clear billing and documentation issues holding up payment.
Required Qualifications
- Three to five years in order management, order fulfillment, customer service, or inside sales support, in a manufacturing, industrial, or technology-hardware environment.
- Hands-on experience processing orders in a CRM and an ERP — Salesforce, NetSuite, SAP, Dynamics, or comparable.
- Comfort working in structured order-management systems.
- Experience arranging shipments with carriers or freight forwarders, including the accompanying documentation.
- Fully bilingual in French and English, with the written proficiency to correspond directly with customers in both.
- Proven ability to manage many concurrent orders against competing deadlines while keeping records accurate, with strong attention to detail on documents and data.
- Willingness to learn export and customs documentation and become the internal reference point for it.
Desired Qualifications
- Experience preparing export and customs documentation; familiarity with controlled-goods or export-permit processes.
- Direct experience with Salesforce and/or NetSuite.
- Experience with capital equipment, configured products, or long-lead-time orders; international or crated freight.
- Exposure to milestone billing, contract administration, or public-sector customers.
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