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Customer Experience Representative
Layfield Geosynthetics
Customer Experience Representative
Dead Line: April 30, 2022
Layfield is looking to add an exceptional Customer Service professional to work among our Customer Experience & Sales team to lead the efforts in ensuring a positive customer experience is delivered to all customers. The ideal candidate will be a fantastic relationship builder and will take a hands-on approach in the day-to-day execution of all touch points from conferring with our customers on the phone or email, ensuring orders are accurately entered in our systems and providing updates to our customers until successful delivery of their orders.
Reporting into the Customer Experience Manager, this will be based out of our Edmonton, AB office.
Key Responsibilities:
- Serve as the main point of contact for any and all matters specific to our customer support for both internal and external customers.
- Build and maintain strong, long-lasting customer relationships as a trusted advisor.
- Identify and recommend products or services based on customer requirements and feedback.
- Ensure client quotes and contacts are accurately entered in the CRM.
- Liaise closely with Operations, Sales and Logistics to ensure leading class service.
- Proactively identify and rectify issues to avoid customer complaints.
- Monitor all aspects of Order Management, address any issues and suggest processes and/or system improvements.
- Research customer service trends in our industry, accurately track metrics and implement improvement strategies to provide our customers with the highest level of support and keep us ahead of the competition.
Required Skills & Knowledge:
- Must have strong collaboration skills with an aptitude for helping people and excellent attention-to-detail.
- High energy with strong initiative, unquestionable reliability, and follow-through, self-directed and organized.
- Able to multi-task and prioritize competing customer requirements.
- Comfortable in fast-changing, fast-paced environment with tight deadlines.
- Work with a ‘hands-on” approach to troubleshooting and solving problems to ultimately provide the customer with the best experience possible.
- Able to analyze complex business & technical issues while understanding the customer's requirements.
- Flexible and adaptable to learning & understanding new products and teaching them to end users at all levels.
- Exceptional communication (oral & written) skills.
- Proficient in Microsoft Outlook, Word, Excel, PowerPoint and general computer literacy.
Education & Experience:
- High school diploma or equivalent required. Associate, technical or bachelor’s degree preferred.
- Minimum of 3 years Customer Service experience required in an industrial setting
What does Layfield have to offer?
Layfield is committed to investing in people and creating a dynamic, rewarding employment experience. Layfield offers a competitive salary and benefits package, including:
- Comprehensive Benefits Package (including medical, dental, vision, disability insurance, life insurance etc.)
- RRSP Contribution Matching Program;
- Vacation Benefits
- You will also have the opportunity to enjoy a number of company events including BBQ’s, holiday & family friendly events and more!
How to Apply:
If you are interested in this opportunity, please submit your cover letter and resume to work@layfieldgroup.com, please reference Customer Experience Representative in the subject of your email.
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