Customer Experience Specialist

Client Experience Specialist

Location: Burlington, Ontario | Hybrid

Employment Type: Full-Time, Permanent

Salary: $55,000–$70,000 annually, based on experience

Project XIII Inc. is partnering with a client in Burlington, Ontario, to recruit a Client Experience Specialist who is passionate about customer service, relationship management, and operational coordination.

In this role, you’ll serve as the primary point of contact for assigned customer accounts, overseeing orders from initial receipt through delivery. Working closely with internal teams, you’ll ensure customer expectations are managed, commitments are met, and potential issues are addressed proactively.

This opportunity is ideal for a detail-oriented professional who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering a positive customer experience.

Key Responsibilities

• Manage customer accounts and maintain strong, long-term relationships.
• Coordinate orders from entry through production, shipment, and delivery, ensuring accuracy and timely communication.
• Provide proactive updates on order status, schedules, potential delays, and resolution plans.
• Collaborate with sales, engineering, production planning, shipping, and finance to support customer commitments.
• Maintain accurate order records, pricing, forecasts, and customer information within the ERP system.
• Identify delivery risks, prioritize competing requests, and escalate concerns when required.
• Support customer meetings, resolve service issues, and coordinate returns, credits, or replacement orders.
• Contribute to continuous improvement initiatives that strengthen customer satisfaction and operational efficiency.

Qualifications

• Strong customer service and relationship management skills.
• Exceptional attention to detail and accuracy when managing orders, records, and data.
• Excellent written and verbal communication skills.
• Strong organizational, prioritization, and problem-solving abilities.
• The ability to manage multiple priorities in a fast-paced environment.
• A collaborative approach and confidence working across multiple departments.
• Experience with ERP systems and order management is an asset.

Compensation & Benefits

• Salary of $55,000–$70,000, based on experience.
• Comprehensive health and dental benefits.
• Retirement savings program with an employer-matched pension plan.
• Hybrid work arrangement: Alternating weekly schedule of three days in the office one week and two days the next.
• Occasional international travel, up to approximately 10%.

If you’re customer-focused, highly organized, and motivated by creating a seamless experience for clients, we’d welcome the opportunity to connect.

Project XIII Inc. is proud to connect talented professionals with opportunities where they can make a meaningful impact.

This posting is for an existing vacancy. Project XIII Inc. is supporting the recruitment process on behalf of its client.