The Customer Care Coordinator is responsible for delivering exceptional front-line customer support to East Penn Canada customers across the country.
This 100% on-site vacancy is based out of our beautiful Head Office location in Courtice, ON, and plays a key part in ensuring timely, accurate, and professional service by managing customer inquiries, processing orders, resolving issues, and supporting key customer care programs.
As a core member of the Customer Care Team, the Coordinator also contributes to the growth of a profitable service business by identifying trends, communicating opportunities, and helping create positive customer solutions.
Key Responsibilities
- Serve as the first point of contact for incoming customer inquiries (primarily through phone and email)
- Manage customer requests, inquiries, and orders promptly and professionally
- Accurately enter all customer information, orders, and communications into internal system
- Resolve or elevate customer issues with urgency and provide follow‐up as required
- Identify trends, recurring issues, and process improvement opportunities
- Administer customer concerns and escalations, completing all required documentation
- Support order delivery and recovery documentation including billing, returns, credit/debit memos, and account updates
- Process customer part orders and generate accurate quotes
- Respond to or elevate technical product or battery application inquiries
- Monitor open orders and inventory to prevent back orders and late deliveries
- Support warranty processing, returned goods acquisition, and inspection claims
- Assist with battery recovery program activities and related administration
Experience & Qualifications
- 3-5 years of customer service experience, preferably gained from distribution or manufacturing environments
- Strong customer service orientation and a strong sense of urgency
- Excellent telephone communication skills — clear, professional, and customer‐focused
- Strong ability to communicate in English (reading, writing, and speaking)
- Highly organized with strong prioritization and time‐management abilities
- Calm and composed under pressure, especially when problem‐solving
- Positive, professional, and collaborative team player
- Able to navigate Microsoft Office (Outlook, Word, and Excel) with strong documentation skills
- Ability to learn and adapt to new computer systems and applications (experience with ERP systems such as SAP a major asset)
- Battery, automotive, or related industry experience is an asset
Other Considerations:
- Background checks including criminal checks and professional references are required as a condition of employment
- Applicants who are interviewed for this position will receive a notification regarding the hiring decision within 45 days of their final interview date
- Hiring range for this role is estimated at $45,000 to $55,000 annually - actual salary to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data
Customer Care Coordinator employer: STP Nuclear Operating Company
East Penn Canada is an exceptional employer that fosters a collaborative and supportive work culture in the heart of Courtice, ON. Employees benefit from comprehensive training programs and opportunities for professional growth, ensuring they can thrive in their roles while contributing to a dynamic customer care team. With a focus on employee well-being and a commitment to excellence, East Penn Canada stands out as a rewarding place to build a meaningful career.
Contact Details:
STP Nuclear Operating Company Recruitment Team
