Customer Experience Professional

Imperial Dade; Quebec; On-site; CAD 45,000 - 60,000; Full time

Job summary

Imperial Dade Canada is seeking a Customer Experience Professional (CXP) to deliver a smooth, connected customer journey across Canada. The role involves interacting with customers across channels and coordinating with Sales, Inventory, Credit, Operations and other departments to continuously improve the customer experience and loyalty.

Responsibilities include handling calls and emails, processing orders, maintaining delivery status, and working with internal teams to resolve issues and achieve

Qualifications

• 1-3 years of customer service experience.
• Bilingual in English and French for communication with head office, vendors and suppliers.
• Excellent communication skills, both written and verbal.
• Detail-oriented with high quality of work output and ability to work under pressure.

Responsibilities

• Communicates with customers across Canada via calls, emails, and other requests.
• Processes manual and electronic orders and follows up as needed.
• Owns assigned accounts and ensures timely order processing.
• Manages stock, back orders, and deliveries to ensure on-time fulfillment.
• Identifies issues and suggests improvements with cross-functional teams.

Skills

Customer service

Bilingual (English & French)

Communication

Problem solving

Organizational skills

Tools

Salesforce.com

Compass

IT Suite

InfoSource

Microsoft Office

Job description

Job Description

Posted Monday, August 3, 2026 at 4:00 a.m.

Imperial Dade is a leading distributor of foodservice packaging, facilities maintenance supplies, printing papers, and equipment across North America. With a strong and growing presence in Canada, we proudly serve Canadian businesses and communities with the highest standards of quality, reliability, and service.

Imperial Dade Canada is deeply rooted in the country, with over 135 years of Canadian history and a workforce of 1,500 Canadian employees. Our operations span 35 locations from coast to coast, including Saint John, Newfoundland and Vancouver, British Columbia—ensuring efficient service and local support nationwide. We are incorporated in Canada, and our 100% Canadian leadership team ensures that decisions for Canada are made in Canada.

Trusted by Canadian Businesses

We are a key distributor partner to many Canadian manufacturers, supporting long-standing relationships and ensuring the timely availability of high-quality products. Our Canadian customer service team understands the unique needs of Canadian businesses and delivers tailored solutions with a local touch.

Imperial Brady Canada, leading national distributor, has a job open in Saint-Laurent.The role of a Customer Experience Professional (CXP) is to deliver a smooth, connected, and consistent customer experience. A Customer Experience Professional is responsible for interacting with customers across all channels and platforms, and coordinating with internal stakeholders such as Sales, Inventory Management, Credit, Operations, and other departments as required, in order to continuously improve the customer’s experience and journey with Imperial Brady . A CXP has a customer focused mindset and will build customer loyalty and confidence by responding to inquiries and will be a main source for Imperial Brady service, customer orders, products, and problem resolution.

Responsibilities:

• Communicates with the customer across Canada on a national platform by answering incoming calls, e-mails, and other customer requests.
• Processes manual and electronic orders as a primary function of the CXP role; follow up on those orders.
• Ownership of Assigned Accounts.
• Ensures orders are processed by established customer cutoff times.
• Continuously works to reduce errors and identifies areas for greater efficiency.
• Direct PO placement with vendor including obtaining cost components and/or freight.
• Month end closure/billing with Payables/Accounting including variances.
• Oversees maintenance and follow up on stock.
• Manage and track all back order and open orders.
• Requests credits and enters returns in a timely manner.
• Maintains delivery status and order source tracking to ensure successful and on-time delivery.
• Identifies and works with Management to recommend solutions to customer concerns.
• Achieve performance goals as set out by management.
• Develop personal capabilities using existing training opportunities
• Participate in scheduled training of system enhancements, applications, products, new processes, and procedures.
• Liaise with internal teams such as Sales, Operations, and Credit to identify areas for customer experience improvement; enlist Management support as needed.
• Ensure that gaps and opportunities in the customer experience - irrespective of where they occur in the Imperial Brady journey - are actively addressed.
• Escalation of risks wherever business process - billing, delivery, or anything pre or post sales - ensure customer has a seamless experience with the company.
• Takes a proactive problem-solving approach to customer concerns – from purchase to product return to customer support with Management assistance as needed.
• Uses product, market, and fundamental knowledge in combination with Imperial Brady processes and procedures to ensure customer satisfaction.
• Completes item look-up independently (i.e., product substitutions) and/or with assistance from sales or sales support team as needed.
• Facilitate setup new ship-to locations.
• Original entry and draw from Bill & Hold agreements.
• Action Proof Of Delivery requests.
• Initiate customer quality claims.
• Assist in the depletion of dead & excess (D&E) inventory.
• Uses available resources to organize and communicate effectively.
• Performs other related duties and responsibilities as required or assigned.
• Seeks assistance from team members and management when necessary.

Qualifications:

• Customer service experience 1-3 years required.
• Industry experience in a business-to-business setting 1-3 years preferred.
• Bilingual (English & French). Employee needs to be able to communicate with the head office, outside vendors, and suppliers etc.
• Presents a professional & mature image.
• Great customer experience skills (friendly, courteous, proactive and helpful).
• Excellent communication skills (active listening, verbal and written).
• High level of detail & quality of work output
• Works well under pressure, enjoys a challenging and fast paced environment.
• Ability to recognize and resolve issues independently and/or with assistance.
• Consistently exhibits a high level of motivation and sense of urgency.
• Action oriented, displays resilience, and delivers results.
• Ability to prioritize and achieve performance goals as set out by management.
• Strong time management and organizational skills – speed, flexibility, and agility.
• Demonstrates a collaborative approach when working with others.
• Enjoys working in a team environment.
• Ability to problem solve and see an issue through until the end.
• Demonstrates a willingness to learn and adhere to Imperial Brady ’s core values.
• Computer proficiency on a variety of systems including but not limited to: Salesforce.com, Compass, IT Suite, InfoSource, Microsoft Office (Word, Excel, and Outlook), Crystal, Imperial Brady Freight, Tripsheet, Track POD, & Dayforce.
• Ability to identify and elevate issues to management team.
• Contribute to providing a safe work environment.

Working/Other Conditions:

• Indoor office environment.
• Ability to work in a fast-paced environment.
• Prolong periods of sitting, and computer and phone use.

At Imperial Dade,we offer an exciting environment in which to work, learn, and grow professionally. We are excited to continue to invite talented individuals with a passion for excellence to join our team. As a family-owned and operated company, we value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits.

Imperial Dade is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors. If you require any support in the application process, including disability accommodation, please contact [e-mail].