Customer Experience Account Manager

Soucy Group; Saint-Jérôme; On-site; CAD 42,000 - 62,000; Full time

Job summary

Soucy Group in Canada is seeking a customer service professional to be the primary contact for our B2B clients. You will combine organization and communication to anticipate needs and support sales growth, strengthening Soucy’s brand awareness.

In this role you will: serve as the main liaison for international clients; manage the full customer journey from first contact to delivery; collaborate with internal teams to meet client expectations; track orders and resolve logistics issues; build

Responsibilities

• Serve as the primary point of contact for international clients.
• Oversee the entire customer journey from initial contact to completion with proactive follow-up.
• Liaise with internal teams to ensure projects meet client expectations.
• Manage client orders, enter into systems, and track them to deliver exceptional service.
• Anticipate and resolve logistics and supply chain issues for efficient execution.
• Track KPIs related to clients and build strong client relationships.

Job description

The art of customer service: your area of expertise! As the primary point of contact for our customers, you’ll play a key role within our team. With your organizational skills and communication abilities, you’ll be essential to understanding and anticipating the needs of our B2B clients. This role will allow you not only to contribute to our clients’ satisfaction but also to support sales growth and boost Soucy’s brand awareness. It’s a strategic opportunity that makes you a key player in our collective success!

In this role, you will have the opportunity to:

• Serve as the primary point of contact for our international clients
• Oversee the entire customer journey, from initial contact to completion, with seamless and efficient follow-up
• Serve as the key liaison internally and across all teams to ensure every project is delivered to meet client expectations
• Manage client orders, ensure they are entered into our systems, and rigorously track them to deliver a customer experience that goes above and beyond
• Anticipate and resolve logistics and supply chain issues to ensure efficient execution
• Track KPIs (key performance indicators) related to your clients
• Build strong relationships with clients on a daily basis
• Propose concrete solutions that simplify their experience
• Communicate clearly to build trust and loyalty
• Add value to every interaction