Customer Experience Professional - Contract

Imperial Dade•Saint-Thomas, QC

1d•Hybrid

About The Position

Superior Sany Solutions, a division of Imperial Dade Canada, is seeking a Customer Experience Professional (CXP) to deliver a smooth, connected, and consistent customer experience. The CXP will interact with customers across all channels, coordinate with internal departments like Sales, Inventory Management, Credit, and Operations to enhance the customer journey, and serve as a primary point of contact for service, orders, products, and problem resolution. This is a one-year contract position. Imperial Dade Canada is a leading distributor of foodservice packaging, facilities maintenance supplies, printing papers, and equipment across North America, with a strong Canadian legacy of over 135 years and 1,500 employees across 35 locations.

Requirements

Customer service experience 4+ years required.
High School diploma/GED required.
Presents a professional & mature image.
Great customer experience skills (friendly, courteous, proactive and helpful).
Excellent communication skills (active listening, verbal and written).
High level of detail & quality of work output.
Works well under pressure, enjoys a challenging and fast-paced environment.
Ability to recognize and resolve issues independently and/or with assistance.
Consistently exhibits a high level of motivation and sense of urgency.
Action oriented, displays resilience, and delivers results.
Ability to prioritize and achieve performance goals as set out by management.
Strong time management and organizational skills – speed, flexibility, and agility.
Demonstrates a collaborative approach when working with others.
Enjoys working in a team environment.
Ability to problem solve and see an issue through until the end.
Demonstrates a willingness to learn and adhere to Imperial Dade’s core values.
Computer proficiency on a variety of systems including but not limited to: Salesforce.com, Compass, IT Suite, InfoSource, Microsoft Office (Word, Excel, and Outlook), Crystal, Imperial Dade Freight, Tripsheet, Track POD, & ADP.
Ability to identify and escalate issues to management team.
Contribute to providing a safe work environment.

Nice To Haves

Industry experience in a business-to-business setting 4 years preferred.
Associates/Bachelor’s degree preferred.

Responsibilities

Communicates with customers across Canada on a national platform by answering incoming calls, e-mails, and other customer requests.
Processes manual and electronic orders and follows up on them, ensuring they are processed by established customer cutoff times.
Continuously works to reduce errors and identifies areas for greater efficiency.
Oversees maintenance and follow-up on stock, managing and tracking all back orders and open orders.
Requests credits and enters returns in a timely manner.
Maintains delivery status and order source tracking to ensure successful and on-time delivery.
Identifies and works with Management to recommend solutions to customer concerns.
Achieves performance goals as set out by management.
Develops personal capabilities using existing training opportunities.
Cross-trains across segments.
Participates in scheduled training of system enhancements, applications, products, new processes, and procedures.
Liaises with internal teams such as sales, operations, and credit to identify areas for customer experience improvement; enlists Management support as needed.
Ensures that gaps and opportunities in the customer experience are actively addressed.
Escalates risks wherever business processes (billing, delivery, or anything pre or post sales) may impact customer experience.
Takes a proactive problem-solving approach to customer concerns – from purchase to product return to customer support with Management assistance as needed.
Uses product, market, and fundamental knowledge in combination with Imperial Dade processes and procedures to ensure customer satisfaction.
Completes item look-up independently and/or with assistance from sales or sales support team as needed.
Facilitates setup of new ship-to locations.
Actions Proof Of Delivery requests.
Initiates customer quality claims.
Assists in the depletion of dead & excess (D&E) inventory.
Uses available resources to organize and communicate effectively.
Performs other related duties and responsibilities as required or assigned.
Seeks assistance from team members and management when necessary.