Coordinator, Customer Experience (GTA)

The Coordinator, Customer Experience is a critical support role that assists the sales team with administrative tasks, urgent inquiries, and interactions with customers and internal resources. This role plays an essential part in fostering and maintaining quality relationships with customers, industry organizations, and suppliers of a medical equipment management company.

PRIMARY RESPONSIBILITIES

• Respond to customer inquiries regarding equipment coverage and proposals for adding equipment.
  
• Support sales efforts, including onboarding new customers and fostering relationships within those organizations.
  
• Manage the high-value estimate process by overseeing service event approvals, coordinating supplier communications, and ensuring timely processing.
  
• Oversee the preventative maintenance process to ensure required services are completed on schedule and documented.
  
• Maintain accurate information in the CRM system, including updates on equipment coverage, decommissioning processes, suppliers and new service providers.
  
• Monitor and track purchase orders, coordinating renewals and ensuring accuracy in associated equipment lists.
  
• Conduct data research to facilitate the timely turnaround of critical quotes.
  
• Generate and run reports to support customers and sales activities.
  
• Coordinate trade show participation, including registration, promotional materials, and booth setup and engage in industry and professional association activities.
  

Requirements

EDUCATION & TRAINING

• Diploma or Bachelor's Degree, preferably in Sales, Account Management, or Business Administration.
  
• Formal post-secondary education is valued, but equivalent medical sales or administrative experience will also be considered.
  

WORK EXPERIENCE & ACCOMPLISHMENTS

• 3+ years of customer service or inside sales in the healthcare industry.
  
• Experience with medical equipment (specifically in diagnostic imaging or laboratory) is preferred.
  
• Service management experience is highly beneficial.
  

SKILLS & COMPETENCIES

• Communication: Excellent verbal, written, and listening skills; ability to present information effectively.
  
• Customer Centric: Strong interpersonal skills and the ability to manage customer interactions professionally.
  
• Dependability: Follows through on commitments and meets deadlines.
  
• Planning & Organization: Effective time management, prioritization, and resource planning.
  
• Technology Proficiency: A working knowledge of CRM systems and Microsoft technology for effective task completion.
  

Other

• You must maintain a fully functional home office for a remote work environment.
  
• Intermittent travel to head office (Concord, ON) will be required when business needs dictate.
  
• Limited travel is required for trade shows and assisting the sales team with customer presentations.
  

Benefits

• Base salary and annual performance bonus.
  
• HOOPP pension.
  
• Extended healthcare benefits.
  
• 3 weeks PTO.