Job Description

SUMMARY

The Caesarstone Managed Program Account Coordinator will oversee a subset of affiliated retail customers and the related fabricators sub-contracted by Caesarstone to provide administrative and customer service support to those retail customers and fabricators. This is a day-to-day hybrid customer service, administrative support and data entry role to ensure smooth sales procedures.

• Bilingual French & English - REQUIRED
• Shift: Monday - Friday
• Location: Concord, ON
• Salary: $50,000 - $60,000

PRIMARY RESPONSIBILITIES

• Represent Caesarstone in a professional manner through interaction with retailers, customers, and fabricators.
• Liaise with retailers, customers and fabricators.
• Ensure data imported into systems (Portal and Oracle) is complete and accurate.
• Coordinate slab shipments to Managed Program fabricators.
• Manage the project from beginning to end including fabricators job status and customer inquiries.
• Manage fabricator KPIs including timeline, and customer satisfaction score.
• Facilitate fabricator trainings to set program expectations and ensure proper online portal usage
• Field warranty inquiries and follow through for resolution.
• Monitor Managed Program stores’ AR aging reports to ensure funds are collected in accordance with established payment terms.
• Monitor fabricators’ AP reports to ensure funds are paid in accordance with established payment terms.
• Monitor material usage and facilitate waste reduction to achieve targets.
• Manage any concerns surrounding the custom countertop process including deescalating complaints from retailers and fabricators, identifying the appropriate corrective action, and seeing through resolution to customer satisfaction. This will entail occasional interaction with the homeowner / end user.
• Ensure consignment inventories are fully stocked, reported inventory counts are accurate, and replenishment shipments are timely.
• Where applicable escalate issues to maintain high levels of customer satisfaction.
• Occasional travel to affiliated retailer customers for employee training sessions.
• This is a diverse role with ever-evolving responsibilities, requiring a willingness to take on new, challenging tasks as they arise.
• Serve as a on-site point of contact by supporting showroom coverage, welcoming and engaging clients, providing product and material guidance, and collaborating with Sales Representatives to deliver a high-quality showroom experience.

CS Connect Support

• Demonstrate comprehensive knowledge of the CS Connect program, including program concepts, processes, and portal operations.
• Assess internal and external partners’ understanding and adherence to CS Connect SOPs and coordinate training or refresher sessions as required.
• Provide timely backend Salesforce troubleshooting and support to address incoming CS Connect requests and resolve system-related issues.
• Monitor CS Connect project timelines and job status through regular report reviews and ongoing liaison with clients and program partners to support the timely completion of projects.
• Support the Compliance department in monitoring and enforcing established business compliance requirements.
• Process CS Connect jobs through Caesarstone Showrooms, including preparing quotes, converting and processing jobs, processing payments, and communicating directly with relevant stakeholders throughout the project lifecycle.

Qualico

• Manage the day to day processing of Qualico orders received through the Qualico email inbox.
• Review Purchase Orders and applicable quotes from Qualico and Keystone to confirm that pricing and order details are accurate before proceeding with order creation.
• Ensure completed Qualico orders are accurately processed and flow through to Oracle.
• Maintain accurate and organized order documentation throughout the order-processing lifecycle.
• Communicate with Qualico and the applicable fabricator, including Keystone, as required to resolve order discrepancies and support accurate processing.
• Maintain familiarity with the Qualico builder accounts and established order processing procedures.

Requirements

QUALIFICATIONS

• Fluency in French, both written and verbal, is required.
• Excellent communication skills, both written and verbal, with a problem-solving attitude.
• Detail oriented with strong organizational skills.
• Time-management skills, able to multitask and prioritize numerous concurrent tasks.
• Customer service experience.
• Excellent computer skills (MS Office in particular).
• Ability to both cooperate well as a team member and function efficiently on individual work.
• Minimum 3 years related experience, familiarity with the functional business environment.
• Post-secondary education an asset.
• Able to read simple floor plans and complete simple math calculations

WORKING CONDITIONS

• Manual dexterity required to use desktop computer and peripherals.
• Occasional travel within Canada may be required.
• Repetitive work
• Overtime may be required
• Lifting or moving up to 10lbs may be required.
• Working conditions are typical for an office and showroom environment and require on-site presence to support showroom operations, internal collaboration, and in-person client engagement.

We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion and welcomes and encourages applications from people with disabilities.