Customer Service Coordinator

Quebec, QC, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 27, 2026
Posting language: English
Posted: Oct 28, 2026

Original job description

Job Description

Within the Customer Experience team, the Customer Service Coordinator is responsible for helping ensure customer priorities are effectively managed across the organization. Acting as a key link between Customer Service and internal teams, the Coordinator supports daily operations, escalations, team development, and continuous improvement while ensuring the voice of the customer remains at the center of our decisions.

Key Responsibilities Include

Proactively manage and coordinate customer-impacting issues, priorities, and escalations.
Work closely with Planning and other departments to prioritize customer needs during manufacturing disruptions, recalls, supply-chain constraints, and other critical situations.
Act as a super user, supporting system and process improvements and bringing forward ideas to increase efficiency and reduce manual work.
Support, coach, and train Customer Service Representatives on processes, tools, and best practices.
Coordinate team coverage and back-up planning during vacations and absences.
Ensure appropriate follow-up on blocked orders and other items requiring action.
Monitor and help balance workload across the team based on priorities and capacity.
Serve as a point of contact for more complex operational questions and help resolve issues before escalation.
Collaborate with other departments to identify and implement process improvements that improve the customer experience and operational efficiency.
Provide back-up support to the Customer Service Manager when required.
Maintain responsibility for a small customer territory/account portfolio to stay connected to daily customer needs and operational challenges.

Profile required

Customer oriented, action and result;
Sense of responsibility;
Autonomy;
Ability to manage multiple projects at once;
Detail oriented;
Team player.

EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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More about this job

Responsibilities

Coordinate customer-impacting issues, priorities, and escalations while working with Planning and other departments to address disruptions and protect customer needs. Support and develop the Customer Service team, improve processes and systems, manage workload and coverage, and maintain a small customer portfolio.

Requirements

The role calls for a customer-oriented, responsible, autonomous team player who is action- and results-focused and attentive to detail. Candidates should be able to manage multiple projects and priorities at once; no specific education or years of experience are stated.

Skills

Customer Service
Customer Issue Coordination
Escalation Management
Cross-Functional Collaboration
Process Improvement
Systems Improvement
Coaching
Training
Workload Management
Team Coverage Planning
Order Follow-Up
Problem Solving
Prioritization
Multitasking
Attention to Detail
Account Management

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Customer Service
Customer Priorities
Customer-Impacting Issues
Escalation Management
Manufacturing Disruptions
Recalls
Supply-Chain Constraints
Planning
System Improvements
Process Improvements
Efficiency
Manual Work Reduction
Customer Service Representatives
Team Coaching
Training
Team Coverage
Back-Up Planning
Blocked Orders
Workload Balancing
Operational Questions
Customer Experience Improvement
Operational Efficiency
Account Portfolio
Telecommunications

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