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.

WHAT YOU’LL DO:

Role:

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.

Responsibilities:

Customer Communication & Issue Resolution

• Act as a primary point of contact for customer inquiries, ensuring prompt, professional responses.

• Address common issues independently and escalate 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 NetSuite, 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 like 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 NetSuite 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.

WHO YOU ARE:

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 (NetSuite 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 issues with clarity.

• Organized, detail-oriented, and comfortable working with deadlines.

• Adaptable to a fast-paced environment where priorities can shift quickly.

WHY COOLIT?

We strive to be an employer of choice and as such we believe in rewarding our employees with career and development opportunities that will maintain and strengthen our culture while aligning to our vision and values.

Benefits

We are a company that is full of vibrant, innovative people who love what we do. Our comprehensive benefits package includes:

• Vacation and flex days, and paid company-wide shutdown during the holiday season.
• Comprehensive benefits including Dental, Drugs, Optical, Paramedical and Health Spending. These costs are covered by CoolIT and are enacted from your first day.
• Dress for your day – in a casual yet professional environment.
• Retention rewards like “The Big Coffee Break” that reward tenure with additional vacation time and a monetary bonus.
• Employee ownership program.

We thank every candidate in advance, however, only those selected for an interview will be contacted.

Successful candidates for this position will be required to undergo background checks including criminal records check and education.