Description
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. The responsible processing orders, responding to client enquiries (updates on material availability, warranty claims etc.), work with internal teams – Sales & Operations to manage client expectations and other administrative duties. This role ensures that client orders are processed and fulfilled accurately and on time, while also maintaining a high level of client satisfaction.
Required: French and English
Responsibilities
Order Management and Processing:
- 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.
- 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.
Customer Communication and Management:
- Ensure all client interactions via phone and email are professional, courteous, and timely.
- Respond to customer inquiries regarding material availability, offer accurate stock checks, and share detailed product knowledge.
- Provide clients with information about product warranties and resolve any related inquiries.
- Keep customers updated on material status, order fulfillment, and suggest alternative materials or sizes (e.g., different thicknesses).
- Handle inquiries about material availability, and provide accurate information to clients in a timely manner.
- Address customer concerns, correct mistakes (including RMAs and credits), and build long-term client partnerships through exceptional service.
- Take ownership of all client-related activities, ensuring commitments are met on time.
- Collect and analyze feedback via client surveys to assess if client expectations, needs, and product requirements are being met.
- Actively ensure that clients' needs are being met and expectations are exceeded, focusing on delivering a positive and lasting relationship.
Additional Responsibilities:
- 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.
Requirements
- French and English, both written and verbal
- 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 abilities with a keen eye for accuracy in data processing and order management.
- Experience with Oracle (preferred) and proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to perform basic and advanced calculations, including addition, subtraction, multiplication, division, fractions, decimals, percentages, and ratios.
- Ability to generate routine reports and correspondence with clarity and precision.
Schedule: Monday to Friday 8:00 AM – 4:30 PM
Location: Vaughan, ON
Salary: $50,000 - $55,000
OUR COMPANY VALUES
People First: We treat each other with fairness and respect, consistently provide opportunities for growth, and health and safety are our first priority.
Accountability: Together, we take ownership of our actions, business and future.
Innovation: We are committed to fresh thinking and breakthrough ideas that create value.
Winning Spirit: We are enthusiastic and foster a ‘can-do’ attitude in striving to be No 1. We are committed to excellence and share and celebrate our achievements.
Caesarstone is an equal opportunity employer committed to diversity and inclusion. We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion. Caesarstone Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
