Customer Experience Specialist

2 months ago

Gloucester, Canada Dustbane Products Limited Full time

**About the Role**:
As a Customer Experience Specialist, you will play a crucial role in supporting our valued clientele. Your responsibilities will revolve around processing, analysing, and verifying order information with precision and efficiency as well as customer follow up. Your efforts will ensure the delivery of exceptional service standards and high customer satisfaction. By initiating and implementing processes, you will contribute to the seamless operation of our customer service department. This position reports to the Senior Customer Experience Specialist.

**Who you are**:
You love working with teams and supporting customers. A positive attitude and ability to manage multiple deadlines. You have strong persuasive skills and enjoy calling customers. Effective interpersonal skills for a diverse work environment. You are collaborative and enjoy an in-office experience. Skilled in prioritizing tasks for efficient and accurate completion. You’re passionate about lifelong learning and enjoy a challenge. Resilient under pressure and adaptable to a fast-paced setting. As a bilingual Customer Experience Specialist your super power is exceptional communication skills, both oral and written. Initiative in resolving customer issues beyond standard expectations. Critical thinking and problem-solving aptitude for unique customer needs. Quick learner of new information and systems.

**Key Responsibilities**:

- Accurately enter and process purchase orders in a timely manner.
- Ensure the swift resolution of issues to facilitate the timely completion of purchase orders.
- Handle incoming calls to support sales personnel, customers, and distributors effectively.
- Manage customer service requests, including modifications to orders and maintenance of customer information files.
- Process return authorization requests and rebates as required.
- Generate and distribute reports and order acknowledgments to relevant personnel.
- Provide general office and clerical support to the company’s administrative staff.
- Customer follow up to ensure high levels of service.
- Inside sales support to customers and follow up on Lead generation and Chat line enquiries.

**Qualifications**:

- A minimum of 2 years' experience in a similar customer service role.
- Proven track record of delivering outstanding customer service.
- Experience in assessing customer needs and offering effective solutions.
- Excellent typing and internet navigation skills.
- Superior telephone communication skills.
- Understanding of customer relationship and service best practices.
- Capability to handle high call volumes with a positive outlook.
- Call centre experience considered an asset.
- Experience in the manufacturing sector is beneficial but not required.
- Bilingualism in French and English is a must.

Pay: From $50,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Company events
- Employee assistance program
- Extended health care
- On-site parking
- RRSP match

Schedule:

- Monday to Friday

Application question(s):

- Are you located in Ottawa?
- Are you willing to work full time in office?

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer service: 3 years (required)
- Call center: 2 years (preferred)

**Language**:

- English & French (required)

Work Location: In person

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