Spécialiste expérience client - Customer experience specialist

AJW Group; Montreal; On-site; CAD 42,705 - 52,348; Full time

Benefits offered by this job

Competitive salary

Annual bonus plan

Employee benefits including group insurance

Flexible work schedule

Continuing education

Employee assistance program

Job summary

A leading aviation services provider is looking for a Customer Experience Specialist to enhance client relationships and ensure outstanding service. The role requires at least 4 years of relevant experience, fluency in English, and a customer-centric approach. You will manage customer accounts, provide proactive updates on service status, and address any client concerns. Benefits include a competitive salary, flexible work schedule, and continuous education opportunities, making this a valuable opportunity in the aviation industry.

Qualifications

• Minimum of 4 years of relevant experience in aviation maintenance or aerospace industry.
• Ability to manage customer accounts and maintain strong relationships.
• Knowledge of customer experience trends and account management best practices.

Responsibilities

• Act as primary contact for assigned customer accounts.
• Provide updates on account activity, ensuring customer satisfaction.
• Monitor repair and service lifecycle and address issues proactively.

Skills

Customer-centric mindset

Strong knowledge of CRM systems

Experience in customer relationship management

Fluent in English

Knowledge of HubSpot and/or Quantum

Education

High school diploma

Job description

AJW Technique Inc. is hiring a Customer Experience Specialist (Spécialiste expérience client) for a permanent full‑time position (40 h per week) based at 7055 Alexander Fleming Street, Saint‑Laurent, QC H4S 2B7.

Key Responsibilities

• Gestion de la relation client / Customer relationship management
• Act as the primary point of contact for assigned customer accounts, fostering strong relationships based on trust.
• Provide timely and proactive updates on account activity, including ongoing projects, repair status and order progress.
• Address and resolve customer concerns with urgency and professionalism, ensuring a high level of satisfaction.
• Operational support and quotes: prepare and submit accurate quotes based on disassembly and inspection reports within the specified time frame, ensuring quotes meet customer expectations while supporting profitability.
• Monitor the entire repair and service lifecycle, identify potential delays or issues, and take corrective action to maintain service excellence.
• Manage customer work in progress (WIP) in compliance with KPIs and business performance objectives.
• Maintain strategic perspective and stay abreast of market trends such as Beyond Economic Repair (BER), Fair Market Value (FMV), fixed pricing models and billing thresholds; provide strategic recommendations that promote both customer success and company profitability.

Qualifications

• Maîtrise de l’anglais (communication interne et externe) ; la connaissance du français est un atout important.
• High school diploma minimum.
• Au moins 4 ans d’expérience pertinente ou similaire dans l’industrie de la maintenance de l’aviation ou de l’aérospatiale (MRO est un atout important).
• Maîtrise des systèmes de gestion de la relation client (CRM) et de la collecte de feedback clients; connaissance de HubSpot et/ou Quantum est un atout.
• Customer‑centric mindset with a passion for delivering exceptional service and building long‑term relationships.
• Strong knowledge of best practices in account management and customer experience trends to strategically grow accounts and drive innovation.
• Strategic perspective and creative thinking to identify new business opportunities and deliver innovative solutions aligned with both customer needs and business goals.

Benefits (English & French)

• Competitive salary: $31–$38 per hour depending on experience / 31 $ à 38 $ de l’heure selon l’expérience.
• Competitive annual bonus plan / Plan de bonus annuel compétitif.
• Employee benefits upon hiring (group insurance, pension fund, etc.) / Avantages sociaux dès l’embauche (assurance collective, fonds de pension, etc.).
• Personal days / Journées personnelles.
• Sick days / Jours de maladie.
• Flexible work schedule / Horaire de travail flexible.
• Continuing education / Formation continue.
• Employee assistance program / Programme d’aide aux employés.
• Et plus… / And more +++.

Employment Details

Seniority level: Mid‑Senior level.

Employment type: Full‑time.

Job function: Customer Service.

Industries: Airlines and Aviation.

Contact Information

Please send your application to Marc Jazrawi, CRHA / CPHR, HR Advisor by email at [e-mail] or by phone at [phone].

EEO Statement

AJW Group subscribes to employment equity principles and strives to ensure that our workforce reflects the Greater Montreal community.