Spécialiste, expérience client / Customer Experience Specialist

Protective Industrial Products; Laval (administrative region); On-site; CAD 42,000 - 56,000; Full time

Job summary

Protective Industrial Products is seeking a Customer Experience Specialist to deliver high-quality support via phone, email, and chat. The role focuses on resolving mis-shipments, returns, and pricing discrepancies while maintaining professional relationships with customers.

In a collaborative team, you will process orders in the ERP system, contribute to knowledge base updates, and strive to improve overall customer satisfaction through proactive problem solving and timely responses.

Qualifications

• Minimum 2 years of customer service experience.
• Proficiency with Word, Excel, PowerPoint, Outlook.
• Experience with ERP systems.
• Ability to manage multiple tasks under tight deadlines.

Responsibilities

• Handle calls from customers, salespeople and end users.
• Respond to emails on customer inquiries, product information, order statuses and end user questions.
• Accurately enter and process customer orders in the ERP system in a timely manner.
• Develop and maintain a knowledge base on evolving product offerings.
• Provide excellent quality customer service by building relationships with existing and business customers.
• Proactively resolve customer issues.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Education

No degree required

Tools

Microsoft Office

ERP system

Job description

Position Type

Full-time

Job Summary

SOMMAIRE DU POSTE

APTITUDES

QUALIFICATIONS

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JOB SUMMARY

The Customer Experience Specialist provides high-quality customer support and problem resolution utilizing telephone, email, and chat technologies. This position is mainly responsible for managing general customer concerns which may include mis-shipments, returns, and pricing discrepancies; escalating as needed to ensure issues are handled in a timely manner.

The Customer Experience Specialist performing at this level will be required to utilize skills from training, education, or experience to fulfill their daily responsibilities. In addition, this role will be working in a team environment, working to maximize individual and overall team performance.

RESPONSIBILITIES

• Manage calls from customers, salespeople and end users
• Respond to emails on customer inquiries, product information, order statuses and end user questions
• Accurately enter and process customer orders in the ERP system in a timely manner
• Develop and maintain a knowledge base on evolving product offerings
• Provide excellent quality customer service by building relationships with existing and business customers
• Proactively resolve customer issues

SKILLS

• Excellent communication and interpersonal skills
• Strong operational skills as well as an ability to manage multiple tasks simultaneously while meeting tight deadlines
• Demonstrate a strong commitment to customer service
• Be attentive to customer requests
• Ability to effectively handle stressful situations

QUALIFICATIONS

• Minimum of 2 years customer service experience
• Competency and knowledge of Microsoft Office software (Word, Excel, PowerPoint, Outlook)
• Experience in working with an ERP system to manage and update relevant business data accurately
• Experience with working in a fast paced environment, with time management skills and high level of organization.

Area of Interest

Customer Experience

All Addresses

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This commitment applies to all aspects of employment, including hiring, recruiting, promotion, termination, compensation, benefits, training, and development opportunities. We believe that a diverse team strengthens our global success and enriches our culture.

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