Bilingual Customer Experience Lead

Walter Surface Technologies Incorporated; Pointe-Claire; On-site; CAD 70,000 - 85,000; Full time

Job summary

Walter Surface Technologies Incorporated in Canada is seeking a motivated Customer Experience Supervisor to lead the day-to-day Customer Experience team, ensuring timely, accurate, and professional support for customers and sales teams. This role is accountable for team performance, coaching, process discipline, and the resolution of complex customer issues.

The Supervisor works closely with Sales, Supply Chain, Purchasing, Operations, Shipping, Pricing, and Finance to support order fulfillment,

Qualifications

• High school diploma or equivalent required; post-secondary education is an asset.
• Minimum five years of customer service experience in product-based, distribution, industrial, or manufacturing environments.
• Minimum three years of supervisory or team-lead experience in customer service or order-management.
• Experience with ERP and CRM systems; Tecsys, Microsoft Dynamics 365, and Salesforce are assets.
• Bilingual French and English, written and spoken, required for Canadian customers and partners.

Responsibilities

• Supervise, coach, and support Customer Experience Representatives across phone, email, and case-management channels.
• Set performance expectations, monitor service levels, and provide timely coaching.
• Lead onboarding, training, and development to strengthen product knowledge and systems capability.
• Resolve escalated customer concerns and order issues with sound judgment and urgency.
• Maintain knowledge of ERP/CRM processes to ensure accurate transactions.
• Review orders and EDI transactions for pricing, shipping, and customer-specific requirements.
• Lead promotions and sales-support activities; communicate outcomes to leadership.
• Develop and improve team processes to reduce errors and improve response times.
• Collaborate with cross-functional teams to address service risks and delivery issues.
• Prepare reports on service performance and department metrics for leadership.

Skills

Team leadership

Customer service

Bilingual French/English

Data analysis

Communication

Education

High school diploma or equivalent

Post-secondary education asset

Tools

Tecsys

Microsoft Dynamics 365

Salesforce

ERP systems

Job description

Walter Surface Technologies Incorporated in Canada is seeking a motivated Customer Experience Supervisor to lead the day-to-day Customer Experience team, ensuring timely, accurate, and professional support for customers and sales teams. This role is accountable for team performance, coaching, process discipline, and the resolution of complex customer issues.

The Supervisor works closely with Sales, Supply Chain, Purchasing, Operations, Shipping, Pricing, and Finance to support order fulfillment,