Customer service managing supervisor

Customer Success Coordinator Location Hybrid work in Ajax, ON : Swegon North America is a market leading supplier in the field of indoor environment solutions, offering superior products for ventilation, heating, cooling and climate optimization. Swegon is at the forefront of innovation, connected services and expert technical support. Swegon's values of Customer Empathy, Trust, and Commitment go beyond technology. These values are the pillars upon which we build every interaction, solution, and partnership. This is a great time to join our growing company where excellence meets innovation in every climate solution we deliver. Join us on our mission to redefine excellence in the HVAC industry.

Competitive salary

Immediate RRSP matching program

Embrace a hybrid work style: blend remote and in-office collaboration

Vibrant corporate culture - Enjoy team events, lunch and learns, and wellness initiatives

Located just minutes from Highway 401 in Ajax, ON

The Customer Success Coordinator (CSC) serves as a vital liaison between the company, representatives, engineers, and customers. This role ensures the seamless execution of project scopes, effective communication of solutions, and proactive backlog management. The CSC should have a good understanding of Noise Control and Vibration Isolation and Restraint System solutions, project coordination, and basic contract administration to ensure efficient project progress while mitigating potential risks. This role collaborates closely with cross-functional teams, including sales and operations, to deliver an exceptional customer experience. Additional responsibilities include minor design work, document management, and sales and operations support.

Review project requirements to ensure all necessary technical information is received from the client.

Analyze technical drawings of equipment for weights and dimensions, highlighting key information for designers.

Schedule project tasks for the design team.

Conduct training sessions to help clients effectively utilize product features.

Collaborate with internal stakeholders to foster a customer-centric environment aligned with company values: Customer Empathy, Trust, and Commitment.

Enhance customer satisfaction and loyalty by effectively executing customer projects.

Document interactions, solutions, and client information accurately.

Demonstrate exceptional communication skills for smooth and proactive customer interactions.

Assess customer satisfaction and take immediate action to resolve issues.

Manage time effectively, ensuring prompt responsiveness and efficient multitasking.

Support continuous improvement initiatives within the team and organization.

Coordinate project requirements related to transportation and logistics.

Manage backlog proactively, ensuring clear communication of terms and conditions.

Develop an understanding of business operations, including finance, purchasing, shipping, manufacturing, purchasing, design, and scheduling.

Navigate and operate system processes across various software platforms.

Interpret mechanical equipment drawings and silencer schedules.

Assist in basic contract administration, including negotiation and mitigation of product returns, cancellation fees and back charges.

Facilitate all review meetings required to establish clarity of project scope, schedule and cost

Process minor change notices, such as quick ship cost adjustments, PO number revisions, billing address updates, and freight corrections.

Identify potential project risks, assess impact, and implement mitigation strategies.

Analyze financial data, including backlog and freight reports, to identify potential budget risks for the company and customers.

Bachelor's degree in engineering or a related field.

• 2+ years of experience in customer success, project management, or a related role.
• Strong proficiency in time management to meet customer needs promptly.
• Strong computer skills and experience with AutoCAD, SolidWorks, Bluebeam Revu, PDF Writer, Microsoft 365.
• Ability to manage multiple projects and prioritize tasks effectively.
• Detail-oriented with analytical skills and the ability to interpret technical drawings and technical specifications
• Alignment with company values and a passion for customer satisfaction.
• Understanding of basic contract administration principles.
• Strong problem-solving skills with the ability to identify and mitigate risks.
• Knowledge of mechanical equipment drawings and equipment schedules is preferred
• Experience with CRM, ERP and QMS is preferred

Want to work with skilled people at the top of their game and play a part in developing state-of-the-art solutions? Picture yourself at Swegon North America, a workplace that celebrates diversity, encourages collaboration, and listens to your ideas. At Swegon North America we prioritize and value equity, diversity and inclusion. In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA) and the Americans with Disabilities Act (ADA), Swegon North America offers reasonable accommodations for prospective candidates and employees with different abilities.