Customer Experience Professional

Imperial Dade Canada, leading national distributor, has a job open in Calgary, Edmonton, and Winnipeg. The role of a Customer Experience Professional (CXP) is to deliver a smooth, connected, and consistent customer experience. A Customer Experience Support 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 CXSP 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. The CXSP will generally have been with Imperial Dade for at least 2+ years and will act as a resource and subject matter expert to other CXPs aiding with more complex issues.

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; follow up on those orders.

Ownership of Assigned Accounts. Requests credits and enters returns in a timely manner.

Continuously works to reduce errors and identifies areas for greater efficiency. Direct & Indirect PO placement with vendor including obtaining cost components and/or freight. Month end closure/billing with Payables/Accounting. Oversees maintenance and follow up on stock, indirect, and direct orders. Consistently achieve performance goals as set out by management. Provide alternative product solutions or recommendations. Liaise with internal teams such as sales, operations, and credit to identify areas for customer experience improvement.

Ensure gaps and opportunities in the customer experience are addressed. Escalation of risks wherever business process may fail.

Takes a proactive problem-solving approach to customer concerns. Uses product, market, and fundamental knowledge in combination with Imperial Dade processes and procedures to ensure customer satisfaction. Develops solutions for customer independently, with Sales Rep or Manager. Coach, train, and mentor other team members. Recommends changes in process and procedures based on customer feedback. Cross sell, substitute items and the ability to up sell. Forecast adjustments, new item creation/codes; enter & update Product Activity Form. Facilitate setup of new ship-to locations. Calculate turn & earn; facilitate approvals. Calculate pricing & implement to contract. Original entry and draw from Bill & Hold agreements. Action Proof Of Delivery requests. Initiate customer quality claims and process supplier sample requests. Customer reporting. Prepare quotes for existing items. Assist in the depletion of dead & excess (D&E) inventory and manages consignment. Is recognized by peers to be subject matter expert (SME). Demonstrates a willingness to learn and adhere to Imperial Dade’s core values. Ability to take on additional responsibilities through team initiatives and special projects assigned by a Team Manager. Proven ability to perform duties for multiple segments. Responsible for the most profitable, complex, and high-profile customers & accounts. Performs other related duties and responsibilities as required or assigned.

Qualifications

Customer Service experience 2+ years preferred. Industry experience in a business-to-business setting 2-5 years preferred. High School diploma/GED required, Associates/Bachelor’s degree preferred. Presents a professional & mature image. Exceptional customer experience skills and communication skills. High level of detail & quality of work output – low error rate. Proven ability to excel in a challenging and fast paced environment. Proven ability to recognize and resolve issues independently (minimal supervision). Proven ability to consistently achieve performance goals as set out by management. Strong time management and organizational skills – speed, flexibility, and agility. Demonstrates a collaborative and influential approach when working with others. Demonstrated ability to problem solve and see an issue through until the end. Demonstrates a willingness to learn and adhere to Imperial Dade’s core values. Computer proficiency on a variety of systems including but not limited to: Salesforce.com, Compass, IT Suite, InfoSource, Microsoft Office Suite, Crystal, Imperial Dade Freight, Tripsheet, Track POD, & ADP. Ability to develop training, coaching, mentoring, and negotiation skills. Consistently exhibits high level of motivation, sense of urgency, and exceptional follow-up; Action oriented, displays resilience, and delivers results. Strong team player (peers, other departments and teams, management). Strong understanding of Imperial Dade products, services, & processes. Ability to identify and escalate issues to SSR Team Lead or Management team. Contribute to providing a safe work environment.

Working/Other Conditions

Hybrid work model. Indoor office environment. Ability to work in a fast-paced environment. Prolong periods of sitting, and computer and phone use.