Customer Experience Specialist

2 weeks ago

Mississauga, Canada Fil Delivery Full time

Fil Delivery is a rapidly growing, best-in-class, beverage supply chain company. We specialize in warehousing, picking, and packing, and delivery of premium craft beer, wine, and spirits in Southern Ontario. Fostering an engaged and safe workplace, our employees are motivated to provide outstanding customer service. Through innovative technology, we are continuously improving the delivery experience for our clients and their customers.
We are growing and looking for experienced Customer Experience Specialists to join our dynamic team. This is a 1-year contract position to cover a maternity leave, with the potential to transition into a permanent role based on performance and business needs.
**Office Location**: 2727 Meadowpine Blvd, Mississauga, ON L5N 6C3 (Onsite Role)

**Benefits**:

- On-site parking
- Casual dress
- Company events

**Customer Experience Specialist Role**:
The primary function of this position is to extend an exceptional customer service experience to our niche clients. This role serves as the main point of contact for escalated customer issues, addressing all inquiries and concerns throughout the process with courtesy, and a solution-focused mindset. It also includes responsibilities related to order entry and support, ensuring accurate and timely processing of client orders and providing updates as needed.
**Role Responsibilities**:

- Primary point of contact for customer concerns and issues with a focus on problem resolution.
- Manage inbound customer calls (text and phone) with professionalism.
- Ask the right questions of customers and cross functional teams to determine best course of action for resolution to customer concerns or issues raised
- Collaborate with internal teams (Operations, Fleet, Sales) to investigate and address root cause of customer issues.
- Troubleshoot customer issues and communicate resolution in a timely manner.
- Manage outbound customer communication to provide follow-up answers and case management resolution.
- Build trust with the customers, learn their products, and desired services, continuously improving their service experience.
- Address customer concerns and inquiries in a fast-paced professional environment.
- Using the CRM system, maintain accurate records of customer interactions and case resolutions.
- Manage risks by adhering to compliance routines, processes, and controls.
- Learn the software system used to be able to communicate effectively with incoming inquiries.
- Work with Customer Service team in a professional and friendly manner to build a service excellence team environment.
- Maintain excellent punctuality and attendance record.

**Requirements**:

- Previous Customer Service experience with a focus on issue resolution (required)
- Knowledge of CRM systems (required)
- Previous experience working in Logistics/Transportation industry (asset)
- Strong analytical and problem-solving skills
- Thrive in a fast-paced environment with coaching support
- Exceptional communication and interpersonal skills
- Works well under pressure.
- Adaptable to changing priorities, processes.

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