Customer Experience Coordinator

1 week ago

SaintLaurent, Canada Recochem inc. Full time

Recochem is leading the way in offering global thermal management, emission control, vehicle care and household solutions that provide protection & safety to consumers and to the environment.
Recochem excels at turning consumer insights into innovation while driving In-depth category expertise and building power brands that align to consumer preference. Our innovative solutions are backed by R&D expertise and next-level education. Our progressive supply chain is unmatched, with 16 factories across the globe.
Recochem’s solutions include coolant/antifreeze, EV thermal fluids, performance fluids, diesel exhaust fluid, windshield washer fluids, car care, rust preventatives, household solvents & winterizing solutions.

We are looking for an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services. For the right individual there is opportunity to grow into a Team Leader position.

To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.

**Responsibilities**:

- Handling of customer orders from receipt of order to delivery including interacting with Customer and internal departments such as Sales, Operations and Receivables
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Systems data analysis and maintenance
- System implementations and process improvements
- Handle a defined customer base of various markets which Recochem serves (Automotive Aftermarket, Retail, OEMs, domestic and overseas markets etc).
- Validate the accuracy of all aspects of the order (pricing, discounts, promos and bookings, lead times, min orders, shipping terms
- Follow up and respond to customer on inquiries about delivery dates, order changes or any issues which are brought forth by the customer.
- Handle all administrative requests from customers (requests for paperwork, MSDS, tote returns, credit notes etc)
- Assist in on-boarding new business and customers.
- Assist with and lead process improvements in the department, including creation of documentation and training.
- Invoicing customers and follow up.

**Qualifications**:

- Fluent in English and French
- University or college degree in Business Administration, Commerce or related field would be an asset.
- 3 - 5 years previous experience in sales administration, customer service or related.
- Excellent analytical and problem solving skills
- Leadership skills with drive and determination to succeed and grow within the organization
- The ability to look at a processes and determine if there is a more efficient way of doing things
- Superb multi tasking skills in a fast paced environment

Our Values
We deliver value to our customer
We maintain integrity
We work as a team with mutual respect
We act with a sense of urgency
We focus on safety, our environment and quality

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