Customer Experience Professional II

at  Imperial Dade

Imperial Dade Canada, leading national distributor, has a job open in Mississauga, Calgary and Edmonton. The role of a Customer Experience Professional II (CXP) is to deliver smooth, connected, and consistent customer experience. A customer experience 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. A customer focused mindset is required and will build customer loyalty and confidence by responding to inquiries and will be a main source for customer service, orders, product knowledge, and problem resolution.
Imperial Dade is the leading distributor of foodservice packaging, facilities maintenance supplies and equipment in the U.S. As a provider of customized supply chain solutions, the company serves customers in many business-to-business market segments including supermarkets, healthcare facilities, universities, and restaurants. Founded in 1935 and headquartered in New Jersey, Imperial Dade serves more than 80,000 customers through a footprint of 100+ branches.

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 as a primary function of the role and follow up on those orders.
• Ensures orders are processed by established customer cutoff times.
• Continuously works to reduce errors and identifies areas for greater efficiency.
• Direct PO placement with vendor including obtaining cost components and/or freight.
• Month end closure/billing with Payables/Accounting including variances.
• Oversees maintenance and follow up on stock, indirect, and direct orders.
• Manage and track all back orders and open orders.
• Requests credits and enters returns in a timely manner.
• Maintains delivery status and order source tracking to ensure on-time delivery.
• Consistently achieve performance goals as set out by management.
• Develop personal capabilities using existing training opportunities.
• Participate in scheduled training of system enhancements, applications, products, new processes, and procedures.
• Identifies, monitors, and recommends solutions to customer concerns.
• Liaise with internal teams such as sales, operations, and credit to identify areas for customer experience improvement.
• Ensure that gaps and opportunities in the customer experience - irrespective of where they occur in the Imperial Dade Canada journey are actively addressed.
• Escalation of risks wherever business process - billing, delivery, or anything pre or post sales - need correction to ensure the customer has a seamless experience with the company.
• Takes a proactive problem-solving approach to customer concerns – from purchase to product returns, to customer support with assistance as needed.
• Uses product, market, and fundamental knowledge in combination with Imperial Dade Canada processes and procedures to ensure customer satisfaction.
• Completes item look-up independently (i.e. product substitutions) and/or with assistance from sales or sales support team as needed.
• Demonstrates a willingness to learn and adhere to Imperial Dade Canada’s core values.
• Uses available resources to organize and communicate effectively.
• Willingness and ability to coach, train, and mentor other team members.
• Recommends changes in process and procedures based on customer feedback.
• Cross sell, substitute items & the ability to upsell. Assist depletion of D&E inventory.
• Responsible for more profitable, complex, and high-profile customers & accounts.
• Ability to cross-train across segments.
• Subject matter expert (SME) for systems i.e. EDI, E-Commerce & the Web.
• Performs other related duties and responsibilities as required or assigned.

Qualifications:

• Customer Service experience 2-5 years preferred.
• Industry experience 2-5 years preferred.
• High School diploma/GED required, Associates/Bachelor’s degree preferred.
• Presents a professional & mature image.
• Excellent customer experience skills (friendly, courteous, proactive, and helpful).
• Excellent communication skills (active listening, verbal and written).
• High level of detail & quality of work output – low error rate.
• Works well under pressure, proven ability to excel in a fast-paced environment.
• Ability to recognize and resolve issues independently and/or with assistance.
• Proven ability to prioritize and consistently achieve performance goals.
• 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 Canada’s core values.
• Computer proficiency on a variety of systems including but not limited to: Salesforce, Compass, IT Suite, Electronic Replenishment System (ERS), Microsoft Office, Crystal, Freight, Trip sheet, Track POD & VKS.
• Possesses the ability to develop training, coaching and peer to peer mentoring 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 products, services, processes, and procedures.
• Ability to identify and escalate issues to CXP III, Team Lead or Management team.
• Contribute to providing a safe work environment.

At Imperial Dade, we offer an exciting environment in which to work, learn, and grow professionally. We are excited to continue to invite talented individuals with a passion for excellence to join our team. As a family-owned and operated company, we value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits, Pension, Life Insurance, and a generous Paid Time Off Package.
Imperial Dade is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors. If you require any support in the application process, including disability accommodation, please contact hrcanada@imperialdade.com, or call (514) 367-1111.

• 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 as a primary function of the role and follow up on those orders.
• Ensures orders are processed by established customer cutoff times.
• Continuously works to reduce errors and identifies areas for greater efficiency.
• Direct PO placement with vendor including obtaining cost components and/or freight.
• Month end closure/billing with Payables/Accounting including variances.
• Oversees maintenance and follow up on stock, indirect, and direct orders.
• Manage and track all back orders and open orders.
• Requests credits and enters returns in a timely manner.
• Maintains delivery status and order source tracking to ensure on-time delivery.
• Consistently achieve performance goals as set out by management.
• Develop personal capabilities using existing training opportunities.
• Participate in scheduled training of system enhancements, applications, products, new processes, and procedures.
• Identifies, monitors, and recommends solutions to customer concerns.
• Liaise with internal teams such as sales, operations, and credit to identify areas for customer experience improvement.
• Ensure that gaps and opportunities in the customer experience - irrespective of where they occur in the Imperial Dade Canada journey are actively addressed.
• Escalation of risks wherever business process - billing, delivery, or anything pre or post sales - need correction to ensure the customer has a seamless experience with the company.
• Takes a proactive problem-solving approach to customer concerns – from purchase to product returns, to customer support with assistance as needed.
• Uses product, market, and fundamental knowledge in combination with Imperial Dade Canada processes and procedures to ensure customer satisfaction.
• Completes item look-up independently (i.e. product substitutions) and/or with assistance from sales or sales support team as needed.
• Demonstrates a willingness to learn and adhere to Imperial Dade Canada’s core values.
• Uses available resources to organize and communicate effectively.
• Willingness and ability to coach, train, and mentor other team members.
• Recommends changes in process and procedures based on customer feedback.
• Cross sell, substitute items & the ability to upsell. Assist depletion of D&E inventory.
• Responsible for more profitable, complex, and high-profile customers & accounts.
• Ability to cross-train across segments.
• Subject matter expert (SME) for systems i.e. EDI, E-Commerce & the Web.
• Performs other related duties and responsibilities as required or assigned