Customer Service Coordinator

Job Description:

Within the Customer Experience team, the Customer Service Coordinator is responsible for helping ensure customer priorities are effectively managed across the organization. Acting as a key link between Customer Service and internal teams, the Coordinator supports daily operations, escalations, team development, and continuous improvement while ensuring the voice of the customer remains at the center of our decisions.

Key responsibilities include:

• Proactively manage and coordinate customer-impacting issues, priorities, and escalations.
• Work closely with Planning and other departments to prioritize customer needs during manufacturing disruptions, recalls, supply-chain constraints, and other critical situations.
• Act as a super user, supporting system and process improvements and bringing forward ideas to increase efficiency and reduce manual work.
• Support, coach, and train Customer Service Representatives on processes, tools, and best practices.
• Coordinate team coverage and back-up planning during vacations and absences.
• Ensure appropriate follow-up on blocked orders and other items requiring action.
• Monitor and help balance workload across the team based on priorities and capacity.
• Serve as a point of contact for more complex operational questions and help resolve issues before escalation.
• Collaborate with other departments to identify and implement process improvements that improve the customer experience and operational efficiency.
• Provide back-up support to the Customer Service Manager when required.
• Maintain responsibility for a small customer territory/account portfolio to stay connected to daily customer needs and operational challenges.

Profile required

• Customer oriented, action and result;
• Sense of responsibility;
• Autonomy;
• Ability to manage multiple projects at once;
• Detail oriented;
• Team player.
  

EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

About Us

EXFO develops intelligent software and hardware solutions to test, monitor and analyze the performance of telecommunications networks. Established in 1985, we are trusted advisors for fiber optic, 5G and cloud-native deployments. With operations in 25+ countries—and counting!—we serve the world’s leading mobile network operators, hyperscalers and transceiver manufacturers. Our team welcomes new members with all kinds of skillsets and backgrounds. That’s how we accomplish our mission: to ensure the connected world meets the highest expectations, to bring together people, communities and businesses.