Customer Experience Coordinator

Be the Difference Between a Good Customer Experience and a Great One. Company Overview Since 1992, Summit Valve & Controls has been a trusted leader in valve, automation, and instrumentation solutions across Western Canada. We support customers in critical industries including energy, municipal infrastructure, mining, manufacturing, agriculture, and industrial operations. Our reputation has been built on technical expertise, reliable service, and strong customer relationships. As our business continues to grow, we're looking for a Customer Experience Coordinator to join our Edmonton team. Join Summit: Help Create Exceptional Customer Experiences At Summit, we believe great customer experiences don't happen by accident. They happen because of talented people who communicate well, solve problems quickly, and make customers feel supported every step of the way. As a Customer Experience Coordinator, you'll play a critical role in ensuring customers stay informed, supported, and confident throughout the lifecycle of their orders. You'll partner closely with Procurement, Operations, Sales, Vendor Relations, and Logistics while becoming a trusted point of contact for customers across Western Canada. If you enjoy helping people, staying organized, and making things happen behind the scenes, we'd love to hear from you. What You'll Do As a Customer Experience Coordinator, you'll help ensure every customer interaction reflects the level of service Summit is known for. You'll: ✔ Build positive and professional relationships with customers ✔ Provide proactive updates on order status, shipments, backorders, and delivery timelines ✔ Respond to customer inquiries by phone and email with professionalism and urgency ✔ Send shipment confirmations, tracking information, and proof of delivery documentation ✔ Monitor open orders and identify potential delivery concerns before they become customer problems ✔ Coordinate with internal teams to support shipment schedules and customer commitments ✔ Escalate complex customer concerns when necessary ✔ Maintain accurate customer communications and shipment information within company systems ✔ Support the resolution of customer issues, credits, and exchanges ✔ Contribute to continuous improvement of the overall customer experience Why This Role Matters This position is often the first call customers make when they need help. Success isn't measured by how many emails you send. It's measured by the trust you build, the problems you prevent, and the confidence customers have knowing Summit is looking after them. You'll have a direct impact on customer satisfaction, customer retention, and the overall success of our business. Who We're Looking For We're interested in people who are: ✔ Customer-focused and relationship-driven ✔ Organized and detail-oriented ✔ Calm and professional under pressure ✔ Strong communicators who enjoy helping others ✔ Proactive problem-solvers ✔ Team players who thrive in collaborative environments ✔ Motivated by providing exceptional service Ideal Qualifications We're looking for candidates with a combination of the following: Degree or Diploma in Business Administration, Supply Chain Management, Communications, or a related field 1-3+ years of customer service, customer experience, customer support, order management, or administrative coordination experience Experience working directly with customers in a professional environment Strong written and verbal communication skills Excellent organizational and prioritization abilities Experience using CRM, ERP, or business management systems is considered an asset Ability to manage multiple priorities in a fast-paced environment What Success Looks Like Within your first year, you'll be: ✔ Building trusted relationships with customers and internal stakeholders ✔ Helping customers feel informed and supported throughout their order journey ✔ Identifying and resolving issues before they impact customer satisfaction ✔ Becoming a reliable resour…

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