Customer Experience Agent

The art of customer service: your area of excellence! As the main point of contact for our customers, you'll play a key role in our team.

Thanks to your organizational and communication skills, you'll be essential in understanding and anticipating the needs of our B2B customers. This position will enable you not only to contribute to our customers' satisfaction, but also to support sales growth and increase Soucy's reputation. This is a strategic opportunity that will make you a major player in our collective success!

Your passion and commitment will make all the difference to our collective success!

In this position, you will have the opportunity to :

Order management and follow-up :

• Process incoming customer orders via various portals, ensuring compliance with terms and conditions.
• Analyze changes to customer orders (quantities, dates) and confirm our ability to meet requirements, while proposing alternative solutions if necessary.
• Manage supplier orders sent to our Asian offices (processing, tracking and receiving).
• Monitor deliveries, anticipate and resolve problems relating to deadlines and deliveries.

Communication and customer relations :

• Respond to internal and external customer inquiries via email and Teams, meeting customer satisfaction deadlines.
• Maintain fluid communication with production, shipping, engineering and supplier teams to ensure optimal order fulfillment.
• Ensure follow up and follow-up of open sales orders, ensuring delivery dates are confirmed and customer expectations are met.

Analysis and continuous improvement:

• Analyze data from various systems and update information to correct discrepancies.
• Participate in the new product development process and in the continuous improvement of customer experience processes.

Meetings and internal collaboration:

• Attend daily meetings with internal teams (customer experience, production, shipping) to ensure optimal coordination.
• Communicate customer feedback internally to improve overall satisfaction.

Ready to take on the challenge and make a difference? Apply now!

With the following skills and qualities, you'll be successful in this role:

• Education: College diploma (DEC) in administration or any other combination of education and experience deemed relevant.
• Experience: 3 to 5 years' experience in customer service, ideally in a manufacturing environment.
• Languages: Perfect command of English and French, both written and spoken, in order to communicate with our English-speaking customers.

And these assets will enhance your impact:

• Excellent communication skills and ability to manage priorities.
• Good analytical and organizational skills.
• Ability to work under pressure and adapt quickly to changing customer needs.
• Ability to maintain harmonious business relationships, even in complex situations.

Benefits designed to take you far!

• A flexibility program tailored to your needs (flextime, compressed work schedule, telecommuting and more).
• Group insurance with plans that fit your reality
• An RRSP with employer contributions to keep your finances on track
• An Employee and Family Assistance Program (EFAP) and access to a telemedicine service for a helping hand when needed
• A $2,000 referral bonus to help you find colleagues with a heart and soul just like you!

And even more!

• A life outside work thanks to time off for illness, personal needs or family reasons
• Social activities to connect with your colleagues
• Development support to advance your career
• A healthy and safe environment and a health committee to ensure your daily well-being
• Discounts on Kimpex products to fuel your passion for motorsports