Customer Experience Specialist

Socket.dev; Georgetown; Hybrid; CAD 50,000 - 55,000; Full time

Benefits offered by this job

Hybrid work environment

Opportunities for growth

Competitive compensation

Job summary

BRC is seeking a Customer Experience Specialist in Georgetown, Ontario, to manage the full order lifecycle from inquiry to delivery in a hybrid setup. The role emphasizes accuracy, strong customer service, and effective coordination with dealers and sales staff.

Responsibilities include communicating with customers, data entry into the ERP 2020 system, coordinating orders, and providing freight quotes. A post-secondary credential and industry experience are preferred.

Qualifications

• Experience in Customer Service and Order Coordination is required.
• Must be accurate with details and able to prioritize and solve problems.
• Strong communication and organizational skills are essential.

Responsibilities

• Develop and maintain open communication with customers (including dealers and sales staff) to achieve high customer satisfaction.
• Data entry from Purchase Orders into the ERP 2020 system with high accuracy.
• Coordinate all assigned orders for efficient delivery.
• Notify customers, dealers and sales reps of issues and provide workable solutions.
• Collaborate with production to expedite orders and accommodate special delivery requests.
• Provide prompt and accurate freight quotes.
• Assist with order corrections, sample requests and warranty responses.
• Support Operations, Sales and customers with a proactive approach.

Skills

Customer service

Order coordination

Attention to detail

Data entry

Communication

Education

Post-secondary degree or diploma

Tools

ERP 2020 system

Job description

The Customer Experience Specialist will primarily be responsible for all stages of the order lifecycle, from beginning to end.

The ideal candidate must be good at accuracy and detail work, possess excellent customer service and organizational skills as well as the ability to prioritize work and problem solve. We are looking for someone with experience in Customer Service and Order Coordination to join our vibrant team.

RESPONSIBILITIES

• Develop and maintain open communication with customers (including dealers and sales staff) to achieve a maximum level of customer satisfaction.
• Data entry from our customer’s Purchase Orders into our 2020 system, with a focus on accuracy.
• Ensure the efficient coordination of all assigned orders.
• Notify customers, dealers and sales reps of issues concerning orders and provide workable solutions.
• Collaborate with the production team to expedite orders and to accommodate special delivery requests.
• Provide prompt and accurate freight quotes.
• Assist with order corrections when required.
• Assist with sample requests.
• Assist customers with warranty requests.
• Perform other duties as required to support Operations, Sales and our customers.
• Develop and maintain a high level of knowledge of BRC’s products and processes.
• Must be good with details, possess excellent organizational skills and the ability prioritize work in a fast-paced environment.
• Aptitude for problem solving and ability to determine solutions and resolve problems that arise both internally and externally.
• Administrative tasks as required.
• Other duties as assigned.

ADDED VALUE

• Post-secondary degree or diploma.
• Experience reading and interpreting architectural plans, specifications, and elevations.
• One to two years of related work experience: commercial office furniture, architecture and interior design, commercial real estate, construction.
• Professional selling skills; business acumen.
• Excellent customer service, project coordination and proven negotiating skills.
• Excellent problem-solving skills and willingness to take the initiative and a positive and enthusiastic attitude.
• Good collaborative and interpersonal skills (teamwork).
• Flexibility to pivot on a dime, switching from one project to another without confusing the details.
• Excellent oral and written communication.
• A preference for working in a fast-paced environment.

COMPETENCIES

Accountability

Takes personal ownership and responsibility for the quality and timeliness of work commitments. Follows organizational guidelines, professional standards, regulations and principles. Demonstrates reliability and integrity on a daily basis.

Adaptability

Adapts and responds to changing conditions, priorities, technologies and requirements. Recognizes new information and ideas with a willingness to alter opinions and behaviours. Applies versatility, reasoning and innovativeness in the face of change. Ability to comfortably collaborate in a variety of situations and with diverse individuals.

Communication

Expresses and transmits information with consistency and clarity, using active listening techniques in order to effectively understand provided feedback, summarizes information according to the audience in order to promote engagement and increase understanding.

Networking and Relationship Building

Effectively builds constructive, friendly, professional relationships and networks of key contacts with people and colleagues, maintains partnerships that can provide information, assistance and support.

Organizational Awareness

Shows commitment to the organizational vision and strategic goals by acting in accordance to organizational expectations and through having a solid understanding of the internal environment. Uses knowledge of organizational and business climate to solve issues and accomplish goals and business strategies, complies with and enforces organizational policies, procedures and practices.

Planning and Organizing

Accurately estimates duration and level of difficulty of tasks and projects, setting out goals and objectives and work plans to complete.

Results Orientation

Possesses the ability to focus on desired outcomes, and the means by which they are achieved, by meeting and/or exceeding standards based on past performance, goals and objectives, as well as the performance and/or achievements of others.

WORKING CONDITIONS

• Manual dexterity is required to use desktop computer and peripherals.
• Occasional lifting of moderately heavy objects may be required.
• Overtime as required.
• May be exposed to hazards associated with manufacturing.
• May be required to use hand tools for prototyping and/or building.
• Hybrid working environment, comfortable coming into the office (1 time per week minimum)
• Hours of Work: 8:00a.m. to 5:00pm.

Benefits

Why Work for BRC?

• Inspiring team committed to a diverse, inclusive, and safe workspace.
• Opportunities for growth and advancement
• Compensation package offering $50,000.00-$55,000.00 as the annual salary or depending on experience
• Various social and recreational activities
• Flexible, hybrid schedule offering work from home and in-office options