Customer Experience Professional

Job Description

Imperial Dade is a leading distributor of food service packaging, facilities maintenance supplies, printing papers, and equipment across North America. With a strong and growing presence in Canada, we proudly serve Canadian businesses and communities with the highest standards of quality, reliability, and service.

Imperial Dade Canada is deeply rooted in the country, with over 135 years of Canadian history and a workforce of 1,500 Canadian employees. Our operations span 35 locations from coast to coast, including Saint John, Newfoundland and Vancouver, British Columbia—ensuring efficient service and local support nationwide. We are incorporated in Canada, and our 100% Canadian leadership team ensures that decisions for Canada are made in Canada.

Trusted by Canadian Businesses

We are a key distributor partner to many Canadian manufacturers, supporting long-standing relationships and ensuring the timely availability of high-quality products. Our Canadian customer service team understands the unique needs of Canadian businesses and delivers tailored solutions with a local touch.

Superior Sany Solutions, a division of Imperial Dade Canada, has a job open in Joliette. The role of a Customer Experience Professional (CXP) is to deliver a smooth, connected, and consistent customer experience. A Customer Experience Professional is responsible for interacting with customers across all channels and platforms, and coordinating with internal stakeholders such as Sales, Inventory Management, Credit, Operations, and other departments as required, in order to continuously improve the customer’s experience and journey with Imperial Dade.

A CXP has a customer focused mindset and will build customer loyalty and confidence by responding to inquiries and will be a main source for Imperial Dade service, customer orders, products, and problem resolution.

Responsibilities:

• Communicates with the customer across Canada on a national platform by answering incoming calls, e-mails, and other customer requests.
• Processes manual and electronic orders as a primary function of the CXP role; follow up on those orders.
  • Ensures orders 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.
  • Manage and track all back order 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.
• Achieve performance goals as set out by management.
  • Develop personal capabilities using existing training opportunities
  • Cross-train across segments.
• Participate in scheduled training of system enhancements, applications, products, new processes, and procedures.
• Liaise with internal teams such as sales, operations, and credit to identify areas for customer experience improvement; enlist Management support as needed.
  • Ensure that gaps and opportunities in the customer experience - irrespective of where they occur in the Imperial Dade journey - are actively addressed.
  • Escalation of risks wherever business process - billing, delivery, or anything pre or post sales - ensure customer has a seamless experience with the company.
• 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 (i.e., product substitutions) and/or with assistance from sales or sales support team as needed.
• Facilitate setup new ship-to locations.
• Action Proof Of Delivery requests.
• Initiate customer quality claims.
• Assist 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.

Qualifications:

• Customer service experience 4+ years…