Customer Solutions Specialist

**With over 50 years in the Transportation industry, Midland Transport has grown into a dynamic company throughout Atlantic Canada, Quebec, Ontario and the northeastern United States. This continued growth and success has been driven by our professional and dedicated team of 1900 employees, drivers and owner operators as well as our Company Values that drives our Superior Quality Service.**

**Benefits To Joining Midland**:

- A dynamic, safe, and rewarding work environment
- A flexible health, drug, dental, and vision plan
- RRSP matching program
- Employee & Family Assistance Programs
- Health & Wellness reimbursements, includes gym memberships, fitness classes or online workout programs
- 3 weeks' paid vacation
- Free parking, an onsite fitness center open 24/7, and an onsite cafeteria
- Maternity leave top-up program
- Growth and progression opportunities within Midland Transport and large network of the JD Irving group of companies

Founded in 1882, J.D. Irving, Limited (JDI) has operations in Canada and the United States and are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions.
- Education Required: Community College Program Diploma or bachelor’s degree preferred.
- Technical Experience: 5+ years of experience as an IT Analyst or Integrations Specialist preferably in the transportation industry.
- Technical Proficiency: Comfortable with software and able to quickly learn new tools and platforms. Experience with Microsoft suite (PowerPoint, Excel, Word).
- Business Experience: 3+ years’ experience in customer success, account management or a CSM related role. You have a proven ability to manage individual assignments while achieving role related benchmarks and targets.
- Communication Skills: You speak with confidence and command focus while explaining complex concepts clear and concisely. You understand concepts such as mirroring and knowing your audience.
- Language: Bilingual (French & English) would be preferred.
- Customer-Centric: A passion for customer success and a deep commitment to helping our customers achieve their goals.
- Team Player: You are someone others can count on. You thrive in a positive collaborative work environment.
- Strong organization and prioritization: You are productive and prioritize based on the changing needs of the customer and our projects. You are flexible, self-motivated and easily pivot.
- Resourcefulness: As a creative problem solver, you leverage available resources, tools, and networks to find effective solutions to customer problems always looking to improve the overall customer experience.
- Problem-Solving: You are analytical and think strategically.
- Critical Thinking: Able to anticipate potential roadblocks and think several steps ahead to prevent problems before they arise.
- Flexible & adaptable: Comfortable in a dynamic and fast-paced environment, you demonstrate resilience and flexibility in adapting to change and working through ambiguity.
- Coordinate with Sales Team to maintain customer engagement throughout the onboarding process.
- Ensure a solid understanding of the customer's technical environment, business goals, and best practices to recommend ideal solutions for success.
- Project manage and act as a liaison between the client and internal teams as required.
- Lead cross functional teams with internal and external stakeholders to implement solutions.
- Maintain a deep understanding of the product and speak with customers about their specific business/association needs.
- Update and maintain client information in our systems/tools.
- Identify and participate in the development of customer facing material to aid in the solution selling process.
- Lead internal stakeholder training to ensure groups like the Midland Sales Team understand new product offerings and are ready to sell them.
- Manage sales team relationship to ensure onboarding targets are being met as well as roles & responsibilities are being upheld.
- Provide hands-on feature demos to help customers realize the full potential and business benefit of product capabilities and minimize the fog of uncertainty around how to add or use those features.
- Serve as the voice of the customer and provide internal feedback on how Midland can better serve our customer base.
- Work closely with Product Development on identification and tracking of enhancement requests and bugs.