Spécialiste, expérience client/Customer Experience Specialist

Protective Industrial Products; Laval (administrative region); On-site; CAD 42,000 - 60,000; Full time

Job summary

Protective Industrial Products is seeking a Customer Experience Specialist to deliver high-quality customer support and timely problem resolution by phone and email. The role focuses on addressing mis-shipments, returns, and pricing discrepancies while collaborating with team members to ensure customer satisfaction.

You will manage inquiries, process orders in the ERP system, and contribute to a growing knowledge base on product offerings.

Qualifications

• Minimum 2 years customer service experience.
• Proficiency with MS Office and ERP systems.
• Experience in fast-paced environments with strong time management.

Responsibilities

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

Skills

Excellent communication

Operational multitasking

Customer service

Customer requests

Stress management

Tools

Microsoft Office

ERP system

Job description

Position Type

Full-time

Working Arrangement

In Office

Job Summary

JOB SUMMARY

The Customer Experience Specialist provides high-quality customer support and problem resolution utilizing telephone and email 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

At PIP Global Safety, we are committed to fostering a diverse and inclusive workplace where all individuals are respected and valued.

We do not tolerate discrimination or harassment of any kind, and we strive to ensure that employment decisions are based on qualifications, merit, and business needs.

Employment practices and policies may be subject to variation based on applicable laws and regulations in different countries and jurisdictions.

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.