Customer Experience

6 days ago

Halifax, Canada Novagevity Incorporated (Sperri) Full time

The Customer Experience & Administration Lead acts as both the primary point of contact for customers and the internal support for the team. This role involves monitoring all aspects of the customer journey, handling all customer inquiries and complaints through various channels, implementing data-driven solutions to improve customer satisfaction metrics, and enhancing the relationship between Sperri and its customers overall. As Administration Lead, this role involves coordinating communication across the whole team, managing meetings and documentation, and supporting the CEO, finance, and operations roles.

Role and Responsibilities
- Customer relations:_
- Provide prompt customer support throughout the full customer journey from first interaction to post-purchase.
- Provide knowledgeable answers to questions about products, pricing, and availability.
- Respond to e-commerce shipping inquiries and answer order status questions.
- Identify and track pain points in the customer journey via feedback and testing.
- Report on customer satisfaction metrics and build data-driven solutions to continually improve and enhance the overall customer experience.
- Develop efficient processes and customer service standards to ensure consistency and high-quality service.
- Increase Sperri’s brand loyalty by ensuring customers have positive feelings towards the brand and increase their dedication to purchasing Sperri products instead of that of the competition.
- Act as the liaison between the internal teams and the customer to ensure the successful fulfillment of customer orders.
- Conduct data analysis to determine trends regarding complaints, and reviews and share recommendations with the Director of Operations.
- Assist customers with navigating the e-commerce platforms and in educating them on the various different features to enable them to have a smooth purchasing experience.
- Collaborate with the Sales & Marketing team to execute the Marketing questionnaires and place efforts to gain information and feedback from customers.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users), and work with the applicable team to find feasible solutions.
- Update Sperri’s internal databases with information about technical issues and useful discussions with customers.
- Facilitate the packing and shipment of samples to hospitals.
- Research and develop customer satisfaction and customer loyalty programs.
- Research customer service trends in the industry to ensure customer demands are met.
- Administration/Accounting_
- Actively manage the overall accounting and bookkeeping functions.
- Perform day-to-day administrative tasks and support office operations including all mail services, answer and direct incoming calls in a prompt, professional manner
- Perform and oversee day-to-day accounting activities including accounts payable (AP), accounts receivable (AR), general ledger, invoicing
- Assist with the month end close process (reconciliations, statement preparation, KPI preparation/organization)
- Assist with quarterly and annual filing requirements (HST returns, year end reviews, ACOA, IRAP)
- Manage purchase orders, invoicing and deposits, reviewing, coding, and processing payments
- Review office supplies on hand and order as required
- Prepare and document all outgoing mail, parcels and packages internally and externally and arrange for the pickup and delivery of mail in a timely manner
- Establishes and updates records of correspondence, maintains all documents and records
- Support various HR activities including staffing, health & safety, on-boarding and ensure our information systems and record are up-to-date and accurate.

Qualifications and Education Requirements
- 2+ years of customer service experience.
- Previous work experience in food or beverage processing, manufacturing, or consumer packaged goods is considered a strong asset.
- University or college degree in Business, Administration or a related field.

Preferred Skills
- Highly self-organized and adaptable
- Very process oriented with a strong ability to identify opportunities to improve
- Self starter with Ability to work independently with mínimal supervision
- Working knowledge of ASPE, and GAAP considered an asset;
- Exceptional customer service, problem solving, and negotiation skills.
- Strong project management skills
- Strong computer skills with working proficiency in MS Office suite, CRM, ERP and NetSuite.

Pay: $43,000.00-$49,500.00 per year

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- Monday to Friday

**Experience**:

- Customer relationship management: 1 year (preferred)
- Bookkeeping: 2 years (preferred)

Work Location: Hybrid remote in Halifax, NS

Application deadline: 2025-01-13
Expected start date: 2025-01-20

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