Posted 10 days ago
Customer Service Coordinator
@ EXFO Inc.
Québec, Quebec
Overview
EXFO Inc. is hiring a full-time Customer Service Coordinator within its Customer Experience team. The role links Customer Service with internal teams, manages customer-impacting issues and escalations, supports and coaches representatives, and keeps a small account portfolio.
Responsibilities:
- Manage customer-impacting issues and escalations
- Coordinate priorities with Planning during disruptions
- Coach and train Customer Service Representatives
- Balance team workload and cover absences
- Maintain a small customer account portfolio
Requirements summary:
- Customer-oriented, action and results driven
- Strong sense of responsibility and autonomy
- Able to manage multiple projects at once
- Detail oriented
- Team player
Tools & skills
Source and dates
Employer career site / ATS feed · workday
- Employer posting date
- 2026-10-27
- First seen by our source
- 2026-10-28
- Source record updated
- 2026-11-04
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Hours per week | 40 (estimated) |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
Summary and details written by AI from the posting; the employer’s posting is the authority.
EXFO Inc.
| Field | Value |
|---|---|
| Company size | 1001-5000 |
| Headquarters | Quebec City |
| Open jobs on Jobsy | 43 |
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.
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