Client Experience Specialist

JFE Shoji Power Canada Inc.•Burlington, ON

5d•CA$60,000 - CA$70,000•Onsite

About The Position

The Client Experience Specialist (CES) is responsible for delivering an exceptional client experience by serving as the primary point of contact for assigned accounts. The CES manages the order fulfillment process from receipt of order through shipment while ensuring clients receive timely, accurate, and proactive communication regarding quotations, orders, schedules, and any concerns requiring resolution. Working collaboratively with Operations, Engineering, Production Planning, Shipping, Finance, and Business Development Managers, the CES coordinates internal activities to support client commitments and acts as the voice of the client throughout the organization.

Requirements

Intermediate level Computer and Math skills required.
Extremely detail-oriented, with the ability to manage high volumes of files and data with exceptional accuracy.
Ability to “triage” urgency – prioritize, organize, and manage your day effectively.
Ability to problem solve under minimal supervision.
Strong written and verbal communication skills.
Exceptional customer service skills.
Adaptable and able to work as part of a cross-functional team.
Familiar with ISO 9001:2015.
Strong organizational and project coordination skills.
Ability to prioritize competing demands while managing client accounts.
Demonstrated ability to build collaborative working relationships across multiple departments.
Strong analytical and problem-solving skills with the ability to identify risks and escalate issues appropriately.
Ability to communicate professionally and confidently with clients at all organizational levels.

Responsibilities

Nurturing both new and long-standing client relationships to gain understanding of their business needs.
Serve as the primary advocate for assigned clients by ensuring their requirements and commitments are clearly communicated and understood throughout the organization.
Managing new processes with our clients, our internal production team, and Business Development Managers.
Receiving and documenting client concerns and providing follow-up with clients after resolution.
Proactively communicate order status, potential risks, delays, and recovery plans to clients, ensuring expectations are managed before concerns arise.
Providing information to clients concerning products, services, schedules, rates, regulation and policies.
Promptly issuing order acknowledgements to clients and keeping them updated as their order progresses from receipt to delivery.
Monitor client commitments and identify potential risks to delivery or service, escalating concerns through the appropriate internal channels.
Attending regularly scheduled client meetings
Support Business Development Managers during client meetings by providing order status, operational updates, and account-specific information.
Ensuring timely response to our clients’ emails.
Maintain professional, timely, and solution-focused communication that strengthens client relationships and confidence in JFE Shoji Power Canada.
Receipt of client purchase orders, ensuring they are appropriately triaged and monitored.
Maintaining up to date records of client approvals for designs.
Entering orders into company ERP System with great attention to detail.
Creating work orders for client requisitions.
Verifying and validating other Client Experience Specialist order check off sheets for accuracy and sign off.
Daily monitoring of client order statuses, shipment requirements, order changes and expediting of orders.
Analyze order status, shipment priorities, and backlog to identify potential delivery risks and communicate concerns to the appropriate internal teams.
Managing client accounts and reporting on client specific data spreadsheets.
Maintain accurate client records, pricing, forecasts, and ERP data to support effective planning and reporting.
Logging customer concerns on the QT9.
Maintaining updated pricing in ERP System.
Monitor performance metrics including order acknowledgement turnaround, response times, order accuracy, and client commitments.
Pro-actively review current client order volumes with sales forecast identifying opportunities for sales.
Provide client drawings and specifications to the Engineering team for review and approval
Manage the process of vetting designs for new parts and establishing the requirement for new parts
Coordinate with Operations and Production Planning to ensure client commitments are achievable, production schedules remain aligned with client requirements, and potential risks are communicated in a timely manner.
Work closely with Shipping department to communicate shipment requirements and timing.
Coordinate cross-functional communication to ensure clients receive accurate, consistent, and timely information throughout the order fulfillment process.
Request credits and process product returns or rejections or issue replacement orders.
Work closely with the Finance team on accounting-related matters.
Participate in continuous improvement initiatives that enhance the client experience, improve operational efficiency, and strengthen cross-functional collaboration.
Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment.
Demonstrate an eagerness to learn and determination to succeed.