Customer Success & Operations Associate

About Coolit Systems Inc.

Founded in Calgary, Alberta in 2001, CoolIT Systems is the leading Direct Liquid Cooling technology provider for data centers, supercomputers, and desktop computers. We design and manufacture solutions used by the largest tech companies globally.

Recognized as one of “The Americas’ Fastest Growing Companies 2023” by Financial Times and honored with the Deloitte Fast 50 Clean Technology award in 2022, as well as the Deloitte Fast 500 distinctions in both 2021 and 2022, CoolIT's rapid growth is capturing global attention.

As demand for generative AI, high performance computing and cloud solutions rapidly expands, there has never been a more exciting time to join our team.

We are seeking a motivated Customer Success & Operations Associate to support our post-sales activities and ensure an exceptional customer experience. Reporting to the Manager of Customer Operations, this position plays a critical role in the company’s day-to-day operations, collaborating with cross-functional teams to resolve customer inquiries, streamline processes, and drive continuous improvement.

In this role, you will partner closely with Sales Coordinators, RMA specialists, Key Account Managers, manufacturing, and other departments, ensuring a smooth flow of information and activities. This is an excellent opportunity for someone who’s excited to make a tangible impact, grow professionally, and contribute to CoolIT’s fast-paced, innovative environment.

• Customer Communication & Issue Resolution
  • Act as a primary point of contact for customer inquiries, ensuring prompt, professional responses.
  • Address common issues independently and elevate complex cases to relevant stakeholders as needed.
  • Provide status updates to both internal teams and external clients, maintaining a high level of transparency.
• Support Order Processing & Sales Coordination
  • Collaborate with Sales Coordinators to process orders in Net Suite, verifying product details, pricing, and accurate data entry.
  • Assist in managing customer product returns (RMA), coordinating with logistics, manufacturing and quality teams for post-return analysis.
• Process Improvement & Gap Identification
  • Spot inefficiencies or inaccuracies in current workflows and propose enhancements to management.
  • Contribute to SOP documentation, ensuring clear, consistent procedures for tasks such as order processing, returns, and escalations.
  • Participate in continuous improvement projects aimed at increasing operational efficiency and client satisfaction.
• Collaboration & Internal Coordination
  • Coordinate with other departments (Finance, Logistics, Quality, Production) to address cross-functional customer needs, ensuring alignment with CoolIT’s broader organizational goals.
  • Develop a strong understanding of CoolIT’s product lines and keep up to date with any changes or new releases.
• Reporting & Data Analysis
  • Maintain accurate records of customer interactions and transactions, leveraging Net Suite and other systems for data capture.
  • Generate regular reports on key metrics (e.g., average resolution time, order turnaround, RMA status) and share insights with the Manager of Customer Operations.
• Customer Success Mindset
  • Build strong relationships with customers by anticipating needs and proactively offering solutions.
  • Look for ways to enhance the overall client journey, from initial order through delivery and follow-up.

Basic Qualifications:

• Associate degree (or equivalent experience) in Business, Operations, Logistics, or a related field.
• 2-3 years in a customer service or operations role, ideally with exposure to administrative or scheduling tasks.
• Familiarity with CRM/ERP systems (Net Suite or similar) is a strong plus.
• Skilled in Microsoft Office (Word, Excel, Outlook);
  PowerPoint proficiency is helpful for reporting or presentations.

Preferred Qualifications:

• Experience working in a manufacturing or advanced technology setting.
• Knowledge of logistics terms, service scheduling, or OEM/ODM operations.
• Any exposure to project management or continuous improvement methodologies is a plus.

Skills:

• Strong written and verbal communication; able to explain processes and resolve…