Customer Experience Coordinator responsible for enhancing customer experience at HSR services in Hamilton. Engaging with diverse stakeholders and facilitating public consultation for service improvement.
About the role
- Customer Care & Supply Chain Representative managing customer relationships and order processes. Collaborating across teams to ensure satisfaction and efficiency in supply chain operations.
Responsibilities
- Manage customer expectations, build strong relationships, and act on feedback (B2B)
- Execute Customer Care strategy in line with global guidelines.
- Provide responsive support for assigned customers and affiliates, including order management, issue resolution, and complaint handling.
- Participate in customer visits and presentations; diffuse difficult situations effectively.
- Oversee the full order cycle and coordinate with operations, sales, and GBS.
- Monitor and address supply or capacity issues to prevent customer impact.
- Collect forecasts, support demand planning, and manage safety stock contracts.
- Coordinate product life cycle activities, ensuring smooth introductions and phase-outs.
- Identify and act on opportunities for improvement; contribute to relevant projects.
- Collaborate with the Support Office, Control Tower, and Continuous Improvement teams for corrective actions.
- Follow new customer and product processes to enhance the customer experience.
- Prepare debit/credit notes and manage billing activities.
- Maintain accurate customer records, including contracts, labeling, packaging, and stock requirements.
- Provide coverage and support for other team accounts when required.
Requirements
- High School or Secondary Education, Associate or University Degree preferred
- Fluent English skills, another language is a plus
- 3+ years of experience in a customer-facing role and supply chain
- Customer-focused with good problem-solving and negotiation skills
- Action-oriented mindset with good time management and priorisation skills
- Microsoft Office expertise
- Basic Inventory Management knowledge
- Strong knowledge of SAP and associated processes is an advantage
- Understanding of Incoterms and Shipping Terminology
Benefits
- Great compensation package including bonus and cafeteria
- Learning and career development opportunities
- Private health insurance
- Access to exclusive perfumes and employee shop with discounts
- Flexible work arrangement, home office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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