Client Experience Representative

Luminultra; Fredericton; Hybrid; CAD 45,000 - 54,000; Full time

Benefits offered by this job

Paid time off and holidays

RRSP with company match

Employee events and recognition

Performance bonus program

Comprehensive benefits package

Job summary

Luminultra is seeking a Client Experience Representative to join our Client Experience Team. You will manage daily client interactions, deliver trainings, and ensure timely responses across channels, maintaining SLAs and a high-quality customer experience.

You will support onboarding, quote issuance, and transactional sales while enhancing knowledge resources and support platforms to help clients deploy testing programs. This role offers growth and a competitive CAD salary.

Qualifications

• 2+ years of experience in a customer-facing role.
• Intermediate proficiency in Microsoft Excel.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to delivering a consistent, high-quality customer experience.
• Ability to build and maintain strong relationships with clients and internal teams.
• Experience using CRM systems, ticketing platforms, or customer support tools is an asset.

Responsibilities

• Deliver exceptional customer support maintaining our Service Level Agreements for response time and case resolutions for all product offerings via ticket replies, phone and video calls.
• Create and deliver engaging customer trainings for our complete suite of product offerings, providing customers with the information required to successfully deploy their testing programs.
• Support the continuous improvement of our knowledge center and ticketing platform to ensure that both internal and external facing training & support content is relevant to guide all stakeholders.
• Support revenue-generating activities, including routine customer outreach, issuing quotes, and facilitating transactional sales to ensure customers can maintain their testing programs.
• Support the Client Success model through ownership of day-to-day Key Account support activities, including order processing, technical inquiry management, escalation support and other client-facing activities, while partnering with Key Account Managers to deliver a seamless, high-touch client experience.
• Support sales administration and customer onboarding processes, including new customer setup, export compliance documentation, account maintenance, order entry and related workflows that enable a seamless client experience.
• Maintain and foster strong collaborative relationships with customers and internal teams, including Sales, Applications, and Support Teams.
• Other duties, as assigned.

Skills

Customer service

CRM systems

Excel

Multitasking

Communication

Training delivery

Education

Business background

STEM background

Tools

CRM software

Ticketing systems

Job description

Salary Range: $45,000.00 To $54,000.00 Annually

Who We Are

At Luminultra, we don’t just test for microbes, we bring clarity to uncertainty. Our tools and services empower industries to get the insights they need to act with speed, precision and confidence.

As a global leader in applied molecular diagnostics, we support organizations across the water, energy and food sectors - where microbial risks can threaten safety, compliance and operational performance. Through our suite of innovative testing solutions and expert services, we equip frontline teams with the insights they need to make high-stakes decisions quickly and accurately. Behind every test result is a deeper purpose: to help industries and communities thrive. From detecting early-stage contamination in food production, to ensuring asset integrity in complex industrial systems, to identifying pathogens in water networks, our work is about keeping essential operations moving with less risk and greater resilience.

Founded in 2003 and headquartered in Fredericton, New Brunswick, Luminultra has grown into a globally recognized company with a team located across Canada, the U.S., the UK and France. We’re united by a shared vision: a resilient world where industries and communities thrive with clarity and control over microbial risks.

Join us and be part of an innovative, collaborative team that shows up every day - for our customers, and for each other.

Where You’ll Work

We are open to remote work from one of the provinces that we are established in – Alberta, British Columbia, Ontario, New Brunswick, and Nova Scotia.

What You Will Do

Luminultra is recruiting aClient Experience Representativeto join our Client Experience Team.

In this role, you will focus on delivering a seamless, high-quality experience while supporting clients across all stages of their journey with Luminultra’s products and services. You will own daily client interactions, ensure timely responses and resolution of inquiries while maintaining established Service Level Agreements across multiple communication channels.

You will take ownership of customer support activities, including managing inbound requests, delivering product training, and guiding clients in successfully implementing their testing programs. Along the way, you’ll contribute to continuous improvement efforts by enhancing knowledge resources and support platforms, ensuring both internal teams and customers have access to clear, relevant information. This position offers a base salary range of $45,000-54,000 CAD depending on experience, with the opportunity for increased compensation through our bonus program.

As the Client Experience Representative, you will support key organizational objectives and have key responsibilities such as:

• Deliver exceptional customer support maintaining our Service Level Agreements for response time and case resolutions for all product offerings via ticket replies, phone and video calls.
• Create and deliver engaging customer trainings for our complete suite of product offerings, providing customers with the information required to successfully deploy their testing programs.
• Support the continuous improvement of our knowledge center and ticketing platform to ensure that both internal and external facing training & support content is relevant to guide all stakeholders.
• Support revenue-generating activities, including routine customer outreach, issuing quotes, and facilitating transactional sales to ensure customers can maintain their testing programs.
• Support the Client Success model through ownership of day-to-day Key Account support activities, including order processing, technical inquiry management, escalation support and other client-facing activities, while partnering with Key Account Managers to deliver a seamless, high-touch client experience.
• Support sales administration and customer onboarding processes, including new customer setup, export compliance documentation, account maintenance, order entry and related workflows that enable a seamless client experience.
• Maintain and foster strong collaborative relationships with customers and internal teams, including Sales, Applications, and Support Teams.
• Other duties, as assigned.

Who You Are

You're a self-motivated individual, who is looking for an opportunity to develop within an organization that's on a consistent growth and expansion trajectory. Additionally, you bring skills and experience such as:

• 2+ years of experience working in a customer-facing role.
• Intermediate proficiency in Microsoft Excel.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to delivering a consistent, high-quality customer experience.
• Ability to build and maintain strong relationships with clients and internal teams.
• Experience using CRM systems, ticketing platforms, or customer support tools is considered an asset.
• Educational background in Business or STEM is considered an asset.

Why Join Luminultra?

Luminultra has a culture that values communication, collaboration, development, work-life balance, flexibility, and employee recognition. We provide an extensive list of resources and benefits that support our culture, foster work-life balance, and promote personal and professional development.

We offer benefits that allow our team to thrive at work and outside the office. All team members are rewarded with:

• generous paid time off policies, such as 5 paid flex/sick days, 2 volunteer days, and 3-weeks paid vacation and 11 paid holidays
• group RRSP plan with 3% company matching contributions
• firm sponsored social events
• opportunities for performance bonus pay based on target achievement
• eligibility for health, dental, vision, life, critical illness, AD&D, and LTD benefits (family and single coverage) along with mental health resources and an Employee Assistance Program.

Luminultra offers exceptional opportunities for rapid personal and professional growth. As a small, high-performing organization, team members gain hands-on experience across a wide range of responsibilities, allowing them to develop new skills quickly and make a meaningful impact. For individuals who thrive in a fast-paced environment and are motivated by challenge, this role provides accelerated learning and clear pathways for advancement.

If hired, employment eligibility verification will be carried out upon selection.