Bilingual Account Coordinator

The Caesarstone Managed Program Account Coordinator will oversee a subset of affiliated retail customers andthe 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.

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• Shift: Monday - Friday
• Location:
  Concord, ON

• 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 counter top 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 elevate 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.

• 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.

• 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…