Schedule: Monday to Friday, 8:30am - 5pm
Location: Burnaby, ON
Salary: $45,000 - $55,000
The Client Experience Specialist is responsible for delivering excellent customer service as the first point of contact for all clients, end consumers, fabricator partners, and design/architectural firms. This role is highly collaborative and client-facing, requiring a strong on-site presence to support showroom operations, stakeholder collaboration, and in-person client engagement.
The Specialist is responsible for processing orders, responding to client inquiries (material availability, warranty claims, reselects, and product guidance), and working closely with internal teams including Sales, Operations, and Warranty to manage client expectations. The role also supports in person client visits, showroom coverage, and cross functional discussions that are essential to building trust, resolving complex issues, and delivering a seamless customer experience.
Responsibilities
Order Management and Processing
- Review daily reports to assist customers with material purchase orders and ensure all order details are accurately processed within 24 hours of receipt.
- Assist Planning Team by flagging gaps in inventory and provide timely updates on material required for commercial projects.
- Collaborate with departments such as Sales, Operations, Accounts Receivable, Logistics, and Warranty.
- Confirm order details and payment status (CIA), ensuring accuracy and clarity.
- Maintain open communication with the Operations Team to ensure smooth order fulfillment and resolve any issues promptly.
- Update clients on shipping statuses, delivery times, and any changes to delivery schedules.
- Provide weekly updates to Sales Representatives regarding open orders and any relevant changes.
Customer Communication, Showroom Engagement and Client Management
- Ensure all client interactions, via phone, email, and in person, are professional, courteous, and timely.
- Support on site as a point of contact by managing showroom coverage, welcoming and engaging clients, providing product and material guidance, and collaborating with Sales Representatives to deliver a seamless and high quality showroom experience.
- Respond to customer inquiries regarding material availability by providing accurate stock checks, detailed product knowledge, and timely, reliable information.
- Keep customers informed on material status, order fulfillment, delivery timelines, and recommend alternative materials or sizes (e.g., different thicknesses) when required.
- Address customer concerns, resolve issues, and correct mistakes (including RMAs and credits), while building long-term client partnerships through exceptional service.
Additional Responsibilities:
- Maintaining a paperless environment.
- Organizing work area for orderliness and efficiencies at all times.
- Proficiency in data base and Microsoft office suites, Excel, Power Point, Word, etc.
- Exceptional customer service.
Requirements
- 2-4 years in order management, customer service, or a related field.
- Strong written and verbal communication skills for effective client interactions and internal collaboration.
- Ability to thrive in a fast-paced environment, managing multiple tasks efficiently while maintaining attention to detail.
- Strong problem-solving abilities with a keen eye for accuracy in data processing and order management.
- Experience with Oracle (preferred) and proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to perform basic and advanced calculations, including addition, subtraction, multiplication, division, fractions, decimals, percentages, and ratios.
- Ability to generate routine reports and correspondence with clarity and precision.
Working Conditions
Working conditions are typical for an office and showroom environment and require on-site presence to support showroom operations, internal collaboration, and in-person client engagement.
OUR COMPANY VALUES
People First: We treat each other with fairness and respect, consistently provide opportunities for growth, and health and safety are our first priority.
Accountability: Together, we take ownership of our actions, business and future.
Innovation: We are committed to fresh thinking and breakthrough ideas that create value.
Winning Spirit: We are enthusiastic and foster a ‘can-do’ attitude in striving to be No 1. We are committed to excellence and share and celebrate our achievements.
Caesarstone is an equal opportunity employer committed to diversity and inclusion. We are committed to fostering an inclusive and accessible environment. Caesarstone is an equal opportunity employer committed to diversity and inclusion. Caesarstone Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
