Admin and CSR Coordinator

About IMW: Since 1912, IMW Industries Ltd. (“IMW") has manufactured industrial equipment known for its quality and reliability. Today, IMW is a leading supplier of Compressed Natural Gas (CNG) and Renewable Natural Gas (RNG) equipment for vehicle fueling and industrial applications. In addition, IMW also offers a series of hydrogen compressors. Our products include compressors, dispensers, storage systems, CNG parts and technical services.
See www.imw.ca for additional information.
Job Overview: The Admin & Service Coordinator provides support to international and domestic customers, representatives, and internal teams by coordinating aftermarket activities and handling administrative tasks while maintaining accurate documentation. This role requires excellent communication, organizational skills, and attention to detail to ensure efficient service delivery and smooth administrative operations.
Supervisor (Reports To): Director Technical Solutions.
Terms: As per the Employment Contract.
Duties & Responsibilities:

• Handle inquiries and incoming work requests.
• Review files and records to provide requested information.
• Check, distribute, and manage correspondence.
• Maintain filing systems and compile records.
• Assist in developing and maintaining internal processes, quality records, and work instructions.
• Process quotations and sales orders in ERP systems, ensuring accuracy and proper pricing.
• Assist with pricing structures, competitor research, and market feedback.
• Handle warranty claims, non-conformance reports, and customer credit notes.
• Communicate promptly with customers on inquiries, schedules, and shipments, including forwarding tracking details and following up.
• Facilitate technical support and contribute to aftermarket training programs, marketing literature, and bulletins.
• Build and maintain relationships with new and existing clients to support their aftermarket needs.
• Work closely with IMW service centers to ensure efficient customer service.
• Analyze large data sets to support decision-making and reporting.

Qualifications & Experiences:

• High School Diploma or higher.
• Minimum of two years of related experience, or equivalent combination of education and experience.

Knowledge & Skills:

• Proficient in MS Office, email, and internet applications. Advanced excel skills is an asset.
• Knowledge of administrative procedures and office management systems.
• Strong organizational, planning, and prioritizing skills.
• Excellent communication and problem-solving abilities.
• Adaptability and teamwork skills with attention to detail and accuracy.