Customer Experience Representative

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Experience Representative based in Canada.

The Customer Experience Representative will play a key role in delivering exceptional customer service and building lasting relationships in a collaborative, customer-focused environment. This remote position offers the opportunity to support key customers by resolving inquiries, managing orders, and providing timely solutions related to product availability, pricing, warranties, and order fulfillment. You will work closely with internal teams across sales, operations, marketing, IT, and finance to ensure smooth processes and a consistent customer experience.

The role combines customer communication, administrative coordination, and problem-solving to help meet service standards and business objectives. You will also contribute to accurate reporting, efficient account management, and continuous operational improvement. This is an excellent opportunity for a proactive professional who enjoys helping customers, managing multiple priorities, and growing their career within an organization committed to safety, innovation, and employee development.

• Communicate with key customers by phone and email to understand their needs and resolve inquiries related to product availability, order fulfillment, order changes, programs, pricing, and company policies.
• Deliver prompt, professional, and courteous customer support while maintaining strong relationships and a positive customer experience.
• Research, document, and administer product warranty programs, including customer credits, product replacements, and return material authorizations.
• Enter, edit, and update customer orders accurately and efficiently within the relevant business operating systems.
• Provide basic product application guidance and help customers understand available solutions and relevant product information.
• Collaborate with internal departments, including sales, operations, marketing, IT, and finance, to resolve customer issues and support accurate account management.
• Gather, organize, and maintain customer and operational information to support performance measurement, analysis, and reporting.
• Make necessary updates and modifications within business systems to support operational workflows and ensure data accuracy.
• Monitor service performance and meet established service-level agreements and customer response expectations.
• Follow applicable company policies, procedures, and health and safety requirements in all activities.
• Identify opportunities to improve customer service processes, streamline administrative tasks, and enhance operational efficiency.
• Contribute to a collaborative working environment by sharing information, coordinating effectively with colleagues, and supporting broader business objectives.

• At least 2 years of relevant customer service experience, preferably in a manufacturing, industrial, product distribution, or related environment.
• Excellent verbal and written communication skills, with the ability to interact professionally, positively, and courteously with customers, clients, visitors, and colleagues at all levels.
• Strong customer service and relationship-building skills, with the ability to understand customer expectations and deliver timely, practical solutions.
• Demonstrated problem-solving abilities, including the capacity to investigate inquiries, identify appropriate resolutions, and explain solutions clearly to customers.
• Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple requests, and meet deadlines in a fast-paced environment.
• Working knowledge of…