Customer Relations Coordinator

The Customer Resource Coordinator (CRC) is a multifaceted role responsible for delivering exceptional customer service, administrative support, and operational coordination within the region. Reporting directly to the Project Manager, the CRC serves as a key liaison between customers, field personnel, and internal departments to ensure the efficient execution of projects and business operations.
The position also maintains a functional reporting relationship with the Operations Manager, North America, for travel coordination, administrative functions, and financial reporting activities. The CRC plays a critical role in supporting field operations, maintaining business systems, ensuring financial accuracy, and driving process improvements across the region.

Responsibilities

Operational & Customer Support

• Prepare and distribute work order documentation and project files for field staff in support of project execution.
• Review and verify project documentation submitted by field personnel to ensure completeness and compliance before filing.
• Support the Project Manager in customer communications, including handling incoming inquiries and directing them to the appropriate personnel.
• Coordinate the procurement of office supplies, equipment, and operational resources for the regional office.
• Maintain the Field Service Schedule Board, ensuring accurate resource allocation and scheduling.
• Process and coordinate reciprocity requests for local and regional project sites.
• Arrange and administer site-specific safety training and certification requirements.
• Manage administrative systems, project tracking tools, and operational databases.
• Provide clerical and administrative support to technical and field service personnel.
• Identify, implement, and manage process improvements that enhance operational efficiency and effectiveness.

Financial Systems SupportProject & Work Order Management

• Obtain and maintain customer Purchase Orders (POs) covering all project work and revise PO values as project scope changes.
• Maintain Dynamics 365 (D365) Field Service Work Orders, ensuring records are updated daily and accurately reflect project status from scheduling through completion and posting.

Invoicing & Revenue Processing

• Accurately code and process project transactions within D365 to facilitate timely invoicing through Accounts Receivable.
• Ensure products, services, and associated costs are properly recorded and submitted for billing.

Expense Management

• Review and perform preliminary approval of employee expense reports within the ExpensePoint system.
• Verify compliance with company policies before submission to the Project Manager or designated approver.
• Assist management in screening expenses and resolving discrepancies as required.

Accounts Payable

• Process and code regional supplier invoices using appropriate project and cost codes.
• Coordinate invoice approvals with Project Managers to ensure timely payment.
• Monitor and follow up on outstanding supplier invoices as part of the net-to-gross commission process to support prompt vendor payment and commission calculations.

Net-to-Gross Commission Administration

• Prepare and complete net-to-gross commission forms for all projects prior to submission for corporate processing.
• Track and reconcile outstanding project costs to ensure accurate reporting and commission calculations.

Inventory Control

• Notify the Finance group regarding the use of tracer materials, including Kr-85, Kr-79, Tritium, or Chemical tracers.
• Support inventory management by ensuring stock usage is accurately recorded and allocated to the appropriate project.

Collections & Accounts Receivable Support

• Partner with the Accounts Receivable team to follow up on overdue payments and assist with regional debt collection efforts.
• Maintain professional relationships with customer purchasing departments to facilitate payment resolution.

Procurement Compliance

• Ensure all regional personnel follow company procurement procedures and internal purchase order requirements.
• Verify that purchase requisitions receive appropriate management approval and procurement-issued purchase orders prior to purchases being made.

Business Compliance & Tax Documentation

• Forward all business licensing, certification, and tax-related correspondence to the Financial Controller for review and action.

Quality, Environmental Health & Safety (QEHS)

• Support company-wide Quality and EHS initiatives and programs.
• Collaborate with Quality and EHS teams to develop, implement, and maintain effective systems and processes that improve operational performance across North American offices.
• Promote adherence to company policies, regulatory requirements, and industry best practices related to safety, quality, and environmental compliance.

Requirements

• Customer Service Excellence
• Project Coordination and Administration
• Financial and Business Systems Management
• Organizational and Time Management Skills
• Attention to Detail and Accuracy
• Effective Written and Verbal Communication
• Process Improvement and Operational Efficiency
• Collaboration and Teamwork
• Problem Solving and Critical Thinking

Microsoft Office Suite and ERP Systems (Dynamics 365 preferred)