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Customer Experience Agent

4 weeks ago

Drummondville Quebec JC, Drummond, Canada Soucy Full time
The art of customer service: your area of excellence As the main point of contact for our customers, you'll play a key role in our team. Thanks to your organizational and communication skills, you'll be essential in understanding and anticipating the needs of our B2B customers. This position will enable you not only to contribute to our customers' satisfaction, but also to support sales growth and increase Soucy's reputation. This is a strategic opportunity that will make you a major player in our collective success
Your passion and commitment will make all the difference to our collective success

In this position, you will have the opportunity to :Order management and follow-up :
  • Process incoming customer orders via various portals, ensuring compliance with terms and conditions.
  • Analyze changes to customer orders (quantities, dates) and confirm our ability to meet requirements, while proposing alternative solutions if necessary.
  • Manage supplier orders sent to our Asian offices (processing, tracking and receiving).
  • Monitor deliveries, anticipate and resolve problems relating to deadlines and deliveries.

Communication and customer relations :
  • Respond to internal and external customer inquiries via email and Teams, meeting customer satisfaction deadlines.
  • Maintain fluid communication with production, shipping, engineering and supplier teams to ensure optimal order fulfillment.
  • Ensure follow up and follow-up of open sales orders, ensuring delivery dates are confirmed and customer expectations are met.

Analysis and continuous improvement:
  • Analyze data from various systems and update information to correct discrepancies.
  • Participate in the new product development process and in the continuous improvement of customer experience processes.

Meetings and internal collaboration:
  • Attend daily meetings with internal teams (customer experience, production, shipping) to ensure optimal coordination.
  • Communicate customer feedback internally to improve overall satisfaction.


Ready to take on the challenge and make a difference? Apply now