Title:  Customer Experience Specialist

Job Purpose and Impact

The Customer Experience Specialist will support Supply Chain and Sales operations. Your role is key in strengthening customer relationships, using data to improve service quality and ensuring that customer expectations and experience are consistently met through timely and effective support.

This position is part of the Customer Excellence Team.

Key Accountabilities

• Maintain systems and relationships that meet customer demand forecast, as well as other databases related to shipments and inventory management
• Follow up on contract execution topics
• Inform customers about order status, invoices and other information needed to complete the sale
• Execute customer service strategies (reach KPIs and goals)
• Provide support or lead improvement projects and commitments requiring a high understanding of customer service practices and procedures
• Data Analysis - by using information and insights to guide decisions and enhance the customer experience
• Close collaboration with internal Supply chain stakeholder to ensure and meet the customer expectation
• Handle complex issues and problems under direct supervision, while escalating more complex issues to appropriate staff

Qualifications

Minimum Qualifications

• Demonstrated work experience in a customer facing role
• Ability to deeply understand and solve customers’ requests
• Strong communication skills (both verbal and written communication across channels from face-to-face meetings, phone / Teams calls, live chat and email)
• Fluency in French, English and Spanish
• Good interpersonal skills, strong team player and collaboration skills
• Problem-solving mindset and strong time-management skills

Preferred Qualifications

• Experience in a logistic or supply chain domain
• Knowledge of SAP, Salesforce or similar
• Power BI knowledge

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