Position 1 – B2B Customer Success & Operations Coordinator
Position Summary
The B2B Customer Success & Operations Coordinator is responsible for delivering an outstanding customer experience by managing executive client communications, coordinating order fulfillment with logistics, monitoring commercial accounts, and supporting the overall B2B Customer Success department.
Key Responsibilities
- Manage the B2B email inbox of President Jonathan Rasier.
- Respond promptly to customer inquiries and requests.
- Conduct customer satisfaction follow-ups after installations and deliveries.
- Coordinate orders between Sales, Logistics, and Operations.
- Ensure customers receive their orders accurately and on time.
- Monitor and follow up with all commercial (B2B) clients.
- Assist with Accounts Receivable by following up on outstanding invoices and payment deadlines.
- Maintain accurate customer records in Zoho CRM.
- Work closely with the Operations, Sales, and Customer Service teams.
- Identify opportunities to improve the customer experience.
- 2+ years of B2B customer service experience.
- Excellent English and French communication skills.
- Strong organizational and multitasking abilities.
- Experience with CRM software (Zoho preferred).
- Professional attitude and attention to detail.
- Customer response time
- Customer satisfaction
- On-time order coordination
- Accounts receivable follow-up
- CRM accuracy
Qualifications
Key Performance Indicators (KPIs)
- Customer response time
- Customer satisfaction
- On-time order coordination
- Accounts receivable follow-up
- CRM accuracy