Customer Experience Representative (Contract)
$55,000–$60,000 year
On-siteBurlington, Ontario, Canada
Job Summary
Process diverse order types including cylinder gases, liquids, and hardgoods, managing the full order lifecycle from creation to interacting with customers through various external portals. Utilize the CPQ tool to generate accurate quotes, convert them into active sales orders, and manage regional workflows such as Customer Owned Product (COP) orders with meticulous attention to detail. Navigate Oracle ERP to review cylinder balances, check inventory availability, and consult customer account overviews to ensure accurate order entry. Manage the customer case lifecycle in Salesforce by self-assigning cases, updating contact information, and logging all communications to maintain a 360-degree customer view. Act as the first point of contact for customer escalations, fostering alignment and building trust with both internal operational teams and external clients through clear communication. Support Service Level Agreement (SLA) goals for inbound calls and participate in feedback loops and shadowing sessions. Day shift (8:00 a.m. to 5:00 p.m.) with no weekends.
Required Qualifications
- Post-secondary diploma (College or University) in Marketing, Sales, or a related field (or equivalent experience)
- Effective written and oral communication skills in English
- Strong time management, team collaboration, and interpersonal skills
- Familiarity with foundational office applications such as Google Suites
Desired Qualifications
- Ideally 2 to 5 years of experience in a similar position
- Familiarity with, or readiness to learn, ERP and CRM systems (such as Oracle or Salesforce) and communication platforms like RingCentral
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