Customer Success Associate

at  CDR Systems Inc

A GREAT PLACE TO WORK

We are headquartered in an attractive industrial park with walkways, green spaces and nearby restaurants - with quick access to Deerfoot trail, Stoney, Glenmore and Barlow Trails. We also benefit by having access to public transport steps from our front door.

WHAT WE DO

On a global scale we empower health care providers to deliver precise, life-saving treatments while maximizing patient comfort. In short, we build really cool life-saving devices for people and pets using high tech materials.
To do this, we use advanced materials and high-tech design processes to make one-of-a-kind medical devices for global distribution.

QUALIFICATIONS:

• Diploma in Business Administration or a related field.
• Previous experience in customer success, customer support, or a related role is an advantage.
• Strong interpersonal and communication skills with a customer-centric mindset.
• Ability to understand and explain technical information clearly and concisely.
• Problem-solving and conflict resolution abilities.
• Proficiency in customer relationship management (CRM) tools and order management systems is an asset.
  Job Type: Full-time
  Pay: From $19.00 per hour
  Expected hours: 40 per week

Benefits:

• Extended health care
• On-site parking
• Paid time off

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Calgary, AB: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (required)

Experience:

• Customer service: 1 year (preferred)

Language:

• English (required)

Work Location: In person
Application deadline: 2025-02-1

ROLE OVERVIEW

The Customer Success Associate serves as primary point of contact for processing customer orders and ensuring new customer enquiries are escalated to the appropriate Territory Manager. This role provides administrative and operational support which includes routine customer interactions, assistance in addressing customer inquiries, maintaining accurate records and handling order fulfillment. The position reports directly to the General Manager at CDR Systems.

RESPONSIBILITIES

1. Administrative Support:

• Provide administrative support on customer onboarding process and ensure profile information is complete.
• Maintain and update customer records regularly.

1. Order Fulfillment:

• Understand the order fulfillment cycle process.
• Verify customer orders, ensuring all product items, quantities, and timelines align with requirements.
• Confirm pricing against customer price lists.
• Use inventory system as the key input, and coordinate with Production manager and General Manager to understand current production lead times. Process the orders promptly and accurately.
• Communicate to customers proactively on delays or issues, keeping customers informed at every step.

1. Assisting Sales Team:

• Assist the Territory Sales Manager in enquiries related to product availability, lead times, and pricing.
• Fulfill demonstration orders for Territory Sales Managers.

1. Assisting Product Manager:

• Assist Product Manager in creating and delivering customer-centric materials, such as product updates, demonstration videos, brochures, and product guides etc.

1. Feedback and Complaints Follow up:

• Document feedback and complaints following the required handling procedure.