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.

Requirements

• 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 Microsoft Office applications and business operating systems, preferably within a manufacturing or product-based organization.
• High attention to detail and accuracy when entering orders, updating records, processing warranty claims, and maintaining customer documentation.
• Strong collaboration and interpersonal skills, with the ability to work effectively across multiple departments and contribute to shared goals.
• A self-motivated and adaptable approach, with the initiative to work independently, manage competing priorities, and follow established procedures.
• A post-secondary education or equivalent professional experience is preferred.
• A customer-first mindset and a commitment to service quality, continuous learning, and professional development.
• Ability to work remotely from Ontario, Canada, during the scheduled working hours of Monday to Friday, 8:00 a.m. to 4:30 p.m. Eastern Time, with a one-hour lunch break.

Benefits

• Competitive annual base salary: CAD $50,000–$60,000, depending on skills, experience, and other relevant factors.
• Performance-based bonus: Eligibility for a bonus opportunity targeted at 5%.
• Health and wellness coverage: Health, dental, and other insurance benefits.
• Paid time off: Eligible for paid holidays and paid time off to support work-life balance.
• Overtime eligibility: Eligible for overtime compensation in accordance with applicable policies and regulations.
• Remote work: Opportunity to work remotely from Ontario, Canada.
• Tuition reimbursement: Financial support for eligible education and professional development.
• Employee discounts: Access to discounts on selected products and services.
• Professional development: Individual development plans, career growth guidance, strengths assessments, and coaching opportunities.
• Collaborative work environment: Opportunities to work with cross-functional teams in a supportive and engaging workplace.
• Inclusive culture: A commitment to diversity, equity, inclusion, accessibility, and belonging.
• Community involvement: Opportunities to participate in initiatives that support communities and make a positive impact.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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