Customer Care Coordinator

Join us in Advancing the Environmental Global Impact within the Rail Industry

ZTR is a leading global railway technology company that modernizes and digitally connects railway rolling stock to help our clients create transformational environmental and operational efficiencies. Our solutions and services are being provided on thousands of locomotives globally.

What you’ll be doing:

The Customer Care Coordinator is responsible for overseeing all aspects of new system orders, spare parts quotes and orders, returned material authorizations (RMAs) and associated customer communication. This role plays a critical part in ensuring accurate order execution, timely fulfillment, and a high level of customer satisfaction.

Working closely with Customers, Sales, Engineering, Technical Services, Production, and Shipping teams, you will help drive seamless operations and proactive issue resolution.

Key responsibilities include:

• Process new system and spare parts orders accurately and efficiently within the ERP system, including pricing validation, tracking, and fulfillment

• Maintain communication with customers regarding order status, lead times, and assist with order expediting or escalation requests as required

• Proactively address customer concerns to improve response times and overall customer satisfaction
• Issue RMAs in accordance with warranty policies and return guidelines, including providing return shipping instructions
• Analyze return data to identify trends, recurring issues, and opportunities for product or process improvement
• Track, analyze, and report on order fulfillment performance, backlog, and customer inquiries to support data-driven decision-making
• Develop, implement, and continuously improve processes to enhance order processing efficiency and reduce errors
• Collaborate closely with Production and Shipping teams to support inventory management and shipping schedules

Who you are:

• 5 years experience related to Customer Care, Sales Operations, or Supply Chain within a manufacturing, technology-driven industry or industrial equipment sectors
• A related post-secondary education or equivalent experience
• Excellent interpersonal, customer service, and business communication skills
• Strong attention to detail, and problem-solving skills
• Ability to perform under pressure and time constraints
• Familiarity with typical sales processes
• Experience with ERP Systems and/or CRM tools for order entry, tracking and reporting
• Excellent reporting & analytics ability, being comfortable generating and interpreting reports using Excel, Power BI, or similar tools
• Process-oriented competency, with ability to identify inefficiencies, implement process improvements, documents procedures, ensure accuracy, and maintain consistency
• Ability to manage multiple priorities and work in a fast-paced environment

Please apply even if you don’t qualify for all responsibilities or skills, we still want to hear from you!

This role is open as we're looking to expand our team!

Why Choose ZTR?

ZTR offers a positive working environment and a group of friendly and talented industry leaders passionate about driving environmental and financial benefits for our clients. We encourage and support employees to find long-term success and explore opportunities that play into their strengths and passions. We value lateral moves as much as vertical promotions; we believe all roles should develop your skills, broaden your experience, and help you continue on a journey to build a rewarding career at ZTR.

At ZTR, we continuously promote a healthy balance between work, fun and family. This is a place where employees make a difference in our company and within our customers’ organizations. You will have the ability to direct your career path at ZTR as we are rapidly growing with numerous opportunities for professional growth and development.

ZTR Control Systems provides accommodations for applicants with disabilities throughout the recruitment process. If you require accommodation, please contact Human Resources. We will address information received regarding the accommodation needs of applicants in confidence.

At ZTR, we're proud to share that we do not use AI tools when screening and evaluating candidates throughout our recruitment processes. All hiring decisions are carefully made by our recruiting team. We thank all who apply to our roles. Please be advised that due to a large volume of applications, we will only contact candidates that we decide to proceed with via email or phone.