Client Experience Specialist

The Client Experience Specialist is responsible for delivering excellent customer service as the first point of contact for all clients — end consumers, fabricator partners, and design/architectural firms. This role is highly collaborative and client-facing, requiring a strong on-site presence to support showroom operations, stakeholder collaboration, and in-person client engagement.

The Specialist is responsible for processing orders, responding to client inquiries (material availability, warranty claims, reselects, and product guidance), and working closely with internal teams including Sales, Operations, and Warranty to manage client expectations. The role also supports in-person client visits, showroom coverage, and cross-functional discussions that are essential to building trust, resolving complex issues, and delivering a seamless customer experience.

Monday to Friday, Shifts range from 8:30am – 5pm, 10am - 6:30pm to support West Coast clients

Vaughan, ON

• Review daily reports to assist customers with material purchase orders and ensure all order details are accurately processed within 24 hours of receipt.
• Assist Planning Team by flagging gaps in inventory and provide timely updates on material required for commercial projects.
• Collaborate with departments such as Sales, Operations, Accounts Receivable, Logistics, and Warranty, on open orders, upcoming projects, and client-specific requirements, often through in-person discussions and on-site coordination.
• Confirm order details and payment status (CIA), ensuring accuracy and clarity.
• Maintain open communication with the Operations Team to ensure smooth order fulfillment and resolve any issues promptly.
• Update clients on shipping statuses, delivery times, and any changes to delivery schedules.
• Provide weekly updates to Sales Representatives regarding open orders and any relevant changes.

• Ensure all client interactions — via phone, email, and in person — are professional, courteous, and timely.
• Serve as a on-site point of contact by managing showroom coverage, welcoming and engaging clients, providing product and material guidance, and collaborating with Sales Representatives to deliver a seamless and high-quality showroom experience.
• Respond to customer inquiries regarding material availability by providing accurate stock checks, detailed product knowledge, and timely, reliable information.
• Keep customers informed on material status, order fulfillment, delivery timelines, and recommend alternative materials or sizes (e.g., different thicknesses) when required.
• Support client visits alongside Sales Representatives, including in-person meetings that are critical for addressing complex needs, strengthening relationships, and ensuring overall client satisfaction.
• Coordinate and attend slab viewing and reselect appointments with Operations, fabricators, designers, and end clients, and support warranty-related matters that require in-person material review, physical documentation, and in-house coordination.
• Address customer concerns, resolve issues, and correct mistakes (including RMAs and credits), while building long-term client partnerships through exceptional service.
• Take ownership of all client-related activities, ensuring commitments are met accurately and on time.
• Collect and analyze client feedback through surveys to assess satisfaction, ensure expectations and product requirements are being met or exceeded, and continuously enhance the customer experience.

• Maintaining a paperless environment.
• Organizing work area for orderliness and efficiencies at all times.
• Proficiency in data base and Microsoft office suites, Excel, Power Point, Word, etc.
• Exceptional customer service.

• 2-4 years in order management, customer service, or a related field.
• Strong written and verbal communication skills for effective client interactions and internal collaboration.
• Ability to thrive in a fast-paced environment, managing multiple tasks efficiently while maintaining attention to detail.
• Strong problem-solving…