Customer Account Coordinator

What We Offer

• Flexible medical, dental, and vision plan
• Employee & family assistance program
• RRSP matching program
• Health & Wellness reimbursements
• Product purchase program
• Opportunities to take part in job-related training and development
• Relocation cost (if applicable)
• Growth and progression opportunities within Irving Consumer Products and the larger network of the J.D. Irving group of companies
• Hybrid flexible work options (if applicable)

Responsibilities

• Accurately and promptly process customer orders from receipt to delivery, ensuring alignment with company standards
• Monitor and manage the full lifecycle of customer purchase orders, from initial receipt through to final delivery and invoicing
• Collaborate with customers to revise and confirm order details
• Address order discrepancies and holds promptly to ensure timely and effective resolution
• Review and complete assigned tasks in the CIA inventory tool, including allocation, unallocation, and order tracking
• Utilize ERP, CRM, and inventory management systems to process orders, manage holds, and update customer records
• Troubleshoot system issues and collaborate with IT or support teams to resolve technical barriers to order processing
• Maintain clear and consistent communication with all relevant stakeholders including customers, warehouses, transportation team, and various internal departments to meet customer expectations
• Act as the primary point of contact for assigned customer accounts, building trust through responsive and solution-oriented service
• Clear and timely communication with relevant departments to ensure accurate and on-time order fulfillment
• Maintain comprehensive and detailed account notes to support backup and continuity
• Ensure all order documentation is complete, accurate, and compliant with internal policies and customer requirements
• Analyze order fulfillment data to identify improvement opportunities and recommend process enhancements that improve accuracy, speed, and customer experience
• Participate in ongoing training across all account types to build broad expertise
• Support KPI tracking related to order accuracy, fill rates, and customer satisfaction

Qualifications

• Post-secondary education or equivalent in experience
• 3+ years of related work experience
• Excellent communication skills in both written and verbal formats. Bilingual (English/French) is considered an asset.
• High attention to detail and accuracy in all tasks.
• Proficient in Microsoft Office Suite, including Excel, Word, and Outlook.
• Exceptional time management and prioritization skills.
• International/export order experience, including documentation and coordination with shippers and customs, is considered an asset.
• Collaborative team player with a positive mindset.
• Flexible and adaptable to evolving business needs and priorities.

Founded in 1882, J.D. Irving, Limited (JDI) has operations in Canada and the United States and are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions.

We are committed to creating accessible environments for our colleagues, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary, or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Worried you do not meet all the requirements? Studies have shown that many applicants apply only to job opportunities when they feel they meet 100% of the criteria. We promote an inclusive environment where everyone is appreciated, recognized, and empowered to contribute fully. If you are interested in this position but are worried you did not meet all the requirements, we would encourage you to still apply.

We appreciate your interest in our company however only those candidates selected for an interview will be contacted.

About The Team

At Irving Consumer Products , we know the key to success is our people.

We are a leading manufacturer of premium quality tissue products – including national brands Royale in Canada and Scotties in the US - and private label. We also produce baby diapers under our Royale brand as well as private label diapers and training pants for North American retailers.

We pride ourselves in our commitment to providing the best quality products and exceptional service to our consumers and customers.

Our parent company - J.D. Irving, Limited, is a responsible steward of the forests. J.D. Irving has planted more than 1 billion trees since 1957, and the Irving Forest Supply Chain, which includes Irving Consumer Products, was declared carbon neutral for the first time in 2020 and each full year since.