Client Experience Specialist

Position Overview

Employment and Compensation

• The position is full-time and permanent.
• The salary is $55,000 to $75,000 CAD per year, dependent on experience.
• Eligible benefits include discretionary bonuses or salary increases, RRSP, pension, dental, medical, vision, and care allowance.

Client Services

• Nurture new and longstanding client relationships and understand business needs.
• Advocate for assigned clients and communicate their requirements and commitments internally.
• Provide updates on order status, risks, delays, recovery plans, schedules, rates, regulations, and policies.
• Document client concerns, coordinate resolution, and follow up with clients.
• Attend client meetings and support Business Development Managers with account information.

Administrative Responsibilities

• Receive and triage client purchase orders and enter orders into the company ERP system.
• Create work orders, maintain client approvals and records, and verify order checklists.
• Monitor order statuses, shipment requirements, order changes, priorities, backlogs, and delivery risks.
• Maintain client account data, pricing, forecasts, spreadsheets, and ERP records.
• Track performance metrics and review order volumes against sales forecasts.

Cross-Functional Responsibilities

• Provide client drawings and specifications to Engineering for review and approval.
• Coordinate design vetting and requirements for new parts.
• Align production schedules and client commitments with Operations and Production Planning.
• Coordinate shipment requirements with Shipping and accounting matters with Finance.
• Process credits, returns, rejections, and replacement orders and participate in continuous improvement.

Qualifications

• Intermediate computer and mathematics skills are required.
• The role requires exceptional attention to detail with high volumes of files and data.
• Candidates must prioritize competing demands, solve problems under minimal supervision, and communicate professionally.
• Strong customer service, organizational, analytical, project coordination, and cross-functional collaboration skills are required.
• Familiarity with ISO 9001:2015 is listed as a qualification.

About the Employer