Customer Experience Professional

Imperial Dade • Edmonton • 1w ago

Imperial Dade Canada, leading national distributor, has a job open in Calgary, Edmonton, Winnipeg, Vancouver and Saskatoon. The role of a Customer Experience Professional (CXP) is to deliver a smooth, connected, and consistent customer experience. A Customer Experience Support 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, in order to continuously improve the customer’s experience and journey with Imperial Dade. A CXSP has a customer focused mindset and will build customer loyalty and confidence by responding to inquiries and will be a main source for Imperial Dade service, customer orders, products, and problem resolution. The CXSP will generally have been with Imperial Dade for at least 2+ years and will act as a resource and subject matter expert to other CXPs aiding with more complex issues.

Imperial Dade is a leading distributor of foodservice packaging, facilities maintenance supplies, printing papers, and equipment across North America. With a strong and growing presence in Canada, we proudly serve Canadian businesses and communities with the highest standards of quality, reliability, and service.

A Deep Canadian Legacy

Imperial Dade Canada is deeply rooted in the country, with over 135 years of Canadian history and a workforce of 1,500 Canadian employees. Our operations span 35 locations from coast to coast, including Saint John, Newfoundland and Vancouver, British Columbia—ensuring efficient service and local support nationwide. We are incorporated in Canada, and our 100% Canadian leadership team ensures that decisions for Canada are made in Canada.

Trusted by Canadian Businesses

We are a key distributor partner to many Canadian manufacturers, supporting long-standing relationships and ensuring the timely availability of high-quality products. Our Canadian customer service team understands the unique needs of Canadian businesses and delivers tailored solutions with a local touch.

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; follow up on those orders.
1. Ownership of Assigned Accounts.
2. Requests credits and enters returns in a timely manner.
Continuously works to reduce errors and identifies areas for greater efficiency.
Direct & Indirect PO placement with vendor including obtaining cost components and/or freight. Month end closure/billing with Payables/Accounting.
Oversees maintenance and follow up on stock, indirect, and direct orders.
Consistently achieve performance goals as set out by management.
Provide alternative product solutions or recommendations.
Liaise with internal teams such as sales, operations, and credit to identify areas for customer experience improvement.
Ensure gaps and opportunities in the customer experience are addressed.
Escalation of risks wherever business process may fail.
Takes a proactive problem-solving approach to customer concerns.
Uses product, market, and fundamental knowledge in combination with Imperial Dade processes and procedures to ensure customer satisfaction.
Develops solutions for customer independently, with Sales Rep or Manager.
Coach, train, and mentor other team members.
Recommends changes in process and procedures based on customer feedback.
Cross sell, substitute items and the ability to up sell.
Forecast adjustments, new item creation/codes; enter & update Product Activity Form.
Facilitate setup of new ship-to locations.
Calculate turn & earn; facilitate approvals. Calculate pricing & implement to contract.
Original entry and draw from Bill & Hold agreements.
Action Proof Of Delivery requests.
Initiate customer quality claims and process supplier sample requests.
Customer reporting.
Prepare quotes for existing items.
Assist in the depletion of dead & excess (D&E) inventory and manages consignment.
Is recognized by peers to be subject matter expert (SME).
Demonstrates a willingness to learn and adhere to Imperial Dade’s core values.
Ability to take on additional responsibilities through team initiatives and special projects assigned by a Team Manager.
Proven ability to perform duties for multiple segments.
Responsible for the most profitable, complex, and high-profile customers & accounts.
Performs other related duties and responsibilities as required or assigned.

Qualifications:

Customer Service experience 2+ years preferred.
Industry experience in a business-to-business setting 2-5 years preferred.
High School diploma/GED required, Associates/Bachelor’s degree preferred.
Presents a professional & mature image.
Exceptional customer experience skills and communication skills.
High level of detail & quality of work output – low error rate.
Proven ability to excel in a challenging and fast paced environment.
Proven ability to recognize and resolve issues independently (minimal supervision).
Proven ability to consistently achieve performance goals as set out by management.
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’s core values.
Computer proficiency on a variety of systems including but not limited to: Salesforce.com, Compass, IT Suite, InfoSource, Microsoft Office Suite, Crystal, Imperial Dade Freight, Tripsheet, Track POD, & ADP.
Ability to develop training, coaching, mentoring, and negotiation 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 Imperial Dade products, services, & processes.
Ability to identify and escalate issues to SSR Team Lead or Management team.
Contribute to providing a safe work environment.

Working/Other Conditions:

Hybrid work model.
Indoor office environment.
Ability to work in a fast-paced environment.
Prolong periods of sitting, and computer and phone use.

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.