The Customer Experience Specialist serves as the central point of coordination for resolving post-order issues, including delivery delays, damages, and shortages. This role is critical in managing escalated service problems with professionalism and urgency, ensuring a positive customer experience throughout the resolution process.
In addition to issue resolution, the Specialist champions the adoption of self-service tools such as My Metrie, gathers and shares customer feedback to drive continuous improvement, and leads training initiatives for the Sales Support team, including onboarding new hires. The role also provides coverage for Customer Account functions during peak volume periods and may act as a delegate for the Sales Support Manager when required, contributing to team leadership and operational continuity.
Reporting Relationship:
The Customer Experience Specialist reports directly to the Sales Support Lead or Manager in the region and plays a key role in maintaining customer relationships and supporting operational efficiency through timely and accurate communication.
This position is based in our Calgary office and requires in-branch presence.
Responsibilities:
Resolve escalated post-order customer issues including delivery delays, damages, and shortages with professionalism, accuracy, and timely follow-through.
Coordinate cross-functionally with Sales Support, Operations, Logistics, and Finance teams to investigate root causes and implement effective corrective actions.
Utilize CRM and case management tools to thoroughly document customer issues, actions taken, and outcomes, ensuring transparency and traceability.
Communicate empathetically and clearly with customers during sensitive or urgent situations, setting realistic expectations and facilitating effective conflict resolution with both customers and internal stakeholders.
Lead training and coaching efforts for the Sales Support team, including onboarding new hires and building team capability in systems, processes, and service recovery best practices.
Step into leadership responsibilities as needed, serving as the primary contact for customers and internal teams in the absence of the Sales Support Manager.
Professional Skills &
Qualifications:
A degree in business, communications, marketing, or a related field is preferred; equivalent work experience in customer service will also be considered.
Builds strong credibility with customers, including Band 1 accounts, by owning the resolution process end-to-end, following up to confirm satisfaction and proactively preventing recurrence.
Champions the adoption of My Metrie and other self-service tools by educating and supporting customers through the transition to digital channels.
Proactively identifies potential escalation risks and intervenes early to manage expectations and mitigate negative customer impact.
Serves as a resource and trainer within the Sales Support team, leading onboarding efforts and fostering team capability in systems, processes, and service recovery.
Provides actionable customer insights and feedback to leadership, contributing to continuous improvement in tools, workflows, and service delivery models.
Demonstrates agility by backfilling Customer Account Representative and Specialist functions during peak volume periods to ensure uninterrupted service.
Collaborates effectively across internal teams to balance customer needs with operational capabilities, delivering practical, accurate, and sustainable solutions.
Receptive to coaching and committed to ongoing development in customer recovery strategies, training delivery, and leadership readiness.
Strong verbal and written communication skills, with fluency in English and the ability to convey information clearly, professionally, and effectively across multiple channels.
Proficient in SAP and Microsoft Office Suite, particularly Outlook, Excel, and Teams, for efficient communication, reporting, and collaboration.
Highly organized, with demonstrated ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment.
Skilled in task prioritization and capable of working independently while remaining adaptable to changing business needs.
Experience with Customer Relationship Management (CRM) systems preferred particularly with Hub Spot.
Knowledge of the building materials industry, construction practices, or related sectors is preferred.
Metrie embraces diversity and is committed to creating an inclusive environment where all team members and customers belong. We are an equal opportunity employer and welcome all qualified applicants. If you require accommodation at any time throughout the recruitment process, please contact our Human Resources team.
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