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Open nowPosted 10 days ago

Customer Support Coordinator

sccccn9 open roles

Where
55 Metcalfe St #600, Ottawa, ON K1P 6L5, Canada
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Your applicationOpen nowCustomer Support Coordinatorsccccn · 55 Metcalfe St #600, Ottawa, ON K1P 6L5, Canada

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This job: posted 10 days ago

The posting

Who We Are The Standards Council of Canada SCC is a small but impactful Crown corporation that reports to Parliament through Innovation, Science and Economic Development Canada. Using our expertise and vast network, SCC helps organizations by opening a gateway to possibilities, both at home and abroad. We bring people together, foster collaboration and expand their horizons in trade, sustainability and global connectivity. We represent and advance Canada’s interests on the international stage in ways no other organization can.   As Canada’s national standardization body, SCC offers more than a few pieces of the standards development and conformity assessment puzzle. We provide comprehensive strategies that allow Canadian businesses and innovators to contribute to shaping established and emerging markets. We help knock down trade barriers and create opportunities for businesses to innovate and expand into new markets by laying the foundation for their success.   SCC’s work also helps drive Canada’s health, well-being and economic prosperity. Whether it’s the food we eat, the products and technologies we use, or how we get to work, every aspect of our lives is touched by standards. Standards and conformity assessment not only provide confidence in the quality and safety of products and services, they also play an integral role in improving the overall health and safety of Canadians, and of their environment. At SCC, everything we do is aimed at improving Canadians’ quality of life and economic prosperity.   Our Culture A recipient of Waterstone’s Canada’s Most Admired Corporate Cultures award in 2023, 2024, and 2025, we foster a culture grounded in our core values of respect, professionalism, and integrity. Our culture continues to evolve as we adapt to new ways of working, strengthening our ability to collaborate, remain agile, and support one another. This sustained recognition reflects a workplace defined by compassion, flexibility, and a shared commitment to excellence.   A day in the life of a Customer Support Coordinator The Customer Support Coordinator monitors and advises of maintenance activities associated with a customer’s accreditation, compiles and distributes the final accreditation report, licensing agreements and certificates and releases a customer’s scope of accreditation for publication.   The Customer Support Coordinator acts as the administrative liaison between a customer and the Account Manager, advising the Account Manager of any issues with an account, the need for accreditation maintenance activities and preparation of notification packages, ensuring billing requisitions are processed in a timely manner and updating of customer account data and information on a regular basis.     Your Background   Requirements Security clearance: Reliability Language: Bilingual Imperative (IISS)   Education

Diploma or degree from a recognized college or university in business administration, science, or other related discipline

  Experience and skills

A minimum of three (3) years’ experience providing information and guidance to customers in a professional environment A minimum of three (3) years’ experience providing customer service, account support and general administrative support, preferably in a technical environment Ability to work independently and accurately with minimum supervision. Ability to set priorities, adapt to changing priorities and requirements and to work effectively in a team situation. Ability to assess timeliness of the completion of various activities and promote prompt attention to those that are delayed by the individuals responsible for their completion. Ability to prepare correspondence and reports for a variety of internal and external stakeholders. Strong verbal communications, listening and well-developed writing skills Good judgment, attention to detail, tact and discretion

   Key Activities

Tracks the completion of assessment team deliverables and advises the Account Manager and the Scheduler/Planner of any delays or issues, escalating as necessary. Prepares, review, and issues the accreditation review package for the accreditation review team and the accreditation report while monitoring overall timeliness and completion of the review. Updates the customer scope of accreditation and the customer account with the accreditation decision/review findings. Prepares the customer accreditation package, the accreditation and licensing agreements for issue by the Vice-President, Accreditation Services and ensures proper sign off is provided and documentation filed. Monitors the 4-year accreditation calendar and works with the Scheduler/Planner identifying the timing of maintenance activities by customer. Advising the Account Manager of upcoming maintenance activities and submission requirements, preparing maintenance submission packages for the account. Monitors accreditation agreement expiry dates and advises the Account Manager so that appropriate actions are taken in a timely manner. Addresses any filing or correspondence requirements for the account, as requested. Validates assessment team expenses and invoices to the budget estimate and statements of work and addresses any identified variances.

Processes billing requisitions for customer accounts (assessment, annual and special billings) in line with established branch timing and practices. Coordinating customer requirements, technical requirements, and personnel availability and qualifications to ensure accreditation services are provided in accordance with the schedule, supporting customer satisfaction and branch revenue projections.

 

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