Customer Experience Representative

Join our team 

Metro Supply Chain (MTH) is a division of Metro Supply Chain, a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data-driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 19 million square feet operating out of more than 175 sites across North America and Europe with a team of 9,000, it is one of Canada’s largest privately owned supply chain solutions companies. Metro Supply Chain is a 2024 winner of the Canada’s Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities.

JOB SUMMARY

The Customer Experience Representative will be responsible for handling first level escalations and cases that will need to be followed up on a regular basis. They will be responding to customer inquiries ensuring service level agreements are met or exceeded.

MAIN TASKS AND RESPONSIBILITIES

• Respond to emails, chat, and telephone inquiries.
• Investigate and analyze all types of requests.
• Understand and clarify information and diffuse situations as needed.
• Solving customer issues at the first point of contact.
• Provide regular and timely updates on tasks.
• Commits to maintaining harmonious relationships with customers and the internal team. 
• Maintains up-to-date customer set-up in Warehouse Management System (WMS) including workflows, customer order notes, special instructions and other changes to ensure customer profiles are accurate
• Follow the Standard Operating Procedures (SOP’s) for each related client/banner.
• Other related tasks.

EDUCATION

• College diploma or equivalent experience.

EXPERIENCE/ REQUIREMENTS

• Experience in the customer service industry
• 1-year general office experience, including telephone techniques and computer skills, in a customer service environment is required
• Proven communication skills, both oral and written, in English and French.

CORE COMPETENCIES

• Customer Centricity
• Fostering Culture
• Collaboration
• Problem Solving & Decision Making
• Managing Through Change
• Developing Self & Others
• Planning & Results Orientation
• Communication
• Always Improving Mindset
• Business & Financial Savvy