Customer Service Coordinator

Working at Rosemex

Founded in 1969, the Rosemex Group / Mecar Métal Inc. specializes in the manufacturing and marketing of high-quality heat exchange products used for heating and ventilation in institutional, commercial, and industrial buildings.

Job Summary

Reporting to the Customer Service Supervisor, the incumbent serves as the primary link between customers, the sales team, and the plant. They are responsible for the end-to-end management of the order cycle, from initial technical validation to production scheduling and final delivery. This role requires a solid technical understanding as well as an exceptional ability to manage priorities within a complex manufacturing environment.

Main responsibilities

As a Customer Service Coordinator, you will perform the following tasks:
  • Answer calls, identify needs, and ensure order registration (project numbering, contract review, validation of prices and discounts).
  • Review sales order requirements, including technical specifications, non-standard customized options, and delivery timelines.
  • Communicate the progress of production orders to internal and external customers, seek the "Voice of the Customer" (VOC), and ensure optimal satisfaction.
  • Resolve issues related to customer orders, authorize returns (RMA), and coordinate shipping in collaboration with the transport coordinator.
  • Release standard products (heating, valves) and ensure all relevant information is kept up to date in the production schedule.
  • Rigorously track On-Time Delivery (OTD).
  • Apply company procedures and comply with ISO manual standards.
  • Appliquer les procédures de la compagnie et respecter les standards du manuel ISO.
  • Ensure the accuracy of data entered the ERP system.

Key Competencies

  • Thorough and capable of performing under pressure and constraints.
  • Proficient in MS Office suite and comfortable using ERP systems.
  • Ability to understand technical specifications and customized options.
  • Excellent priority management, autonomy, and decision-making skills.
  • Strong communication, diplomacy, and negotiation skills.
  • Mobilizing attitude, political savvy, and a commitment to customer service excellence.

Requirements

  • College Diploma (DEC) or equivalent (asset).
  • 1 to 3 years of experience in a similar role within a manufacturing environmen.t
  • Proficiency in mechanics, electricity, and HVAC (Heating, Ventilation, and Air Conditioning).
  • Essential bilingualism (French and English), both oral and written; proficiency in a third language is considered an asset.

Benefits

  • Competitive salary based on experience.
  • Permanent and stable position.
  • Opportunities for advancement (based on candidate qualifications)
  • RRSP with employer contribution
  • 3 days of paid sick leave per year.
  • 12 statutory holidays per year.
  • Conveniently located near Highway 30.
  • Casual dress code.
  • Group insurance plan (60% employer-paid).

Location : Saint-Bruno-de-Montarville, QC. Position : Full-time, Permanent

The masculine gender is used without discrimination and solely for the purpose of shortening the text.