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Added 4 mins ago
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restaurant manager
OPA! of Greece
Prince George, BC
- Full-time
Added 4 mins ago
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Senior Analyst - Fuel and Fuel Channel Analysis
Kinectrics
Toronto, ON
- Full-time
Reports to: Manager, Fuel and Fuel Channel Assessment
Added 4 mins ago
FR
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FirstService Residential Canada
Toronto, ON
- Full-time
Excellent organization, motivation, leadership, management, interpersonal and customer service skills
Added 4 mins ago
AC
Property Field Claims Manager
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ON · Ontario, Canada
- Full-time
The Manager, Property Field Claims is accountable for leading a high-performing team of Field Property Advisors across Ontario. Reporting to the Senior Manager, Property Claims, this role…
Added 4 mins ago
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Rehab Registration Clerk
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- Full-time
…when necessary and emails Director or designated Supervisor/Manager what items were ordered and the purchase requisition…
Added 4 mins ago
GD
DYNAMITE - Sales Associate PT - Devonshire Mall
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- Full-time
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- Full-time
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Little Chief Restaurant Evening Server
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Under the direction of the Hotel Food & Beverage Manager or Shift Supervisor, the Server is responsible for adhering to all policies and procedures within the Hotel and for making each…
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Little Chief Restaurant Host/Hostess
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- Full-time
Under the direction of the Restaurant Manager or Shift Supervisor, the Host/Hostess is responsible for greeting and seating guests within the restaurant in a timely manner. Emphasis must be…
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- Part-time
Demonstrated excellent customer service, organizational and critical-thinking skills required
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Little Chief Restaurant Breakfast Server
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Calgary, AB
- Full-time
Under the direction of the Hotel Food & Beverage Manager or Shift Supervisor, the Server is responsible for adhering to all policies and procedures within the Hotel and for making each…
Added 4 mins ago
LM
Dermatologist
Lacroix Médecine Privée
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- Full-time
Experts in human resources, medical recruitment, information technology, legal affairs, marketing, finance, and Customer service
Added 4 mins ago
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Part-Time Delivery Driver
Aquatera Utilities Inc.
Grande Prairie, AB
- Part-time
Reporting to the Procurement Manager, the Part-Time Delivery Driver plays an important role in supporting Aquatera’s operations by ensuring the safe, timely, and accurate delivery of…
Added 4 mins ago
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Registered Practical Nurse - Functional Enhancement Unit
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- Part-time
Demonstrated excellent customer service, organizational and critical-thinking skills required
Added 4 mins ago
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Registered Practical Nurse - Functional Enhancement Unit
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Toronto, ON · Etobicoke, ON
- Part-time
Demonstrated excellent customer service, organizational and critical-thinking skills required
Added 4 mins ago
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Added 4 mins ago
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Operations Supervisor
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- Full-time
…staging to support on-time completion of daily tasks, ensuring customer service standards are…
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Manager, IT Business Systems
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- $110,000 to $125,000 CAD / year
- Full-time
…enforcement. We are in a multi-year transformation to grow into a full-service security company, and technology is one of the pillars that growth depends on. We’re looking for a Manager, IT…
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Supportive Housing Worker
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Supervisor, Ground Support Equipment (GSE)
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- Full-time
Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
Added 4 mins ago
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Retail Sales Advisor - Bolton
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- £45,000 to £50,000 GBP / year
- Full-time
…from our broad range of products. They achieve this with every customer by being commercially minded and adopting a consultative sales approach using their expert knowledge of our…
Added 4 mins ago
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Client Advisor, Holt Renfrew Yorkdale Mall
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Registered Practical Nurse - Functional Enhancement Unit
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Added 4 mins ago
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Senior Media Operations Specialist (Onsite)
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Added 4 mins ago
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Condominium Manager
FirstService Residential Canada
Toronto, ON
- Full-time
Excellent organization, motivation, leadership, management, interpersonal and customer service skills

Walter Surface Technologies Incorporated

Customer Experience Supervisor

Pointe-Claire, QC, Canada

$70,000 to $85,000 CAD / year · Full-time

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Job details

Pay: $70,000 to $85,000 CAD / year
Job type: Full-time
Posting language: English
Posted: Oct 7, 2026

Original job description

Reports to: Manager, Customer experience

For over 70 years, WALTER Surface Technologies has been a world leader in surface treatment technologies providing high performance abrasives, tools, power tools, chemical solutions, safety solutions, and welding process solutions specifically designed for the metalworking industry. Our core philosophy is focused on helping customers work better and achieving greatness with the best technology, the best products, the best performance, the best safety, and the best durability - all designed to increase their productivity and profitability.

Position Summary

The Customer Experience Supervisor leads the day-to-day activities of the Customer Experience team, ensuring timely, accurate, and professional support for Walter Surface Technologies customers and sales teams. This role is accountable for team performance, coaching, process discipline, and the resolution of complex customer issues. The Supervisor works closely with Sales, Supply Chain, Purchasing, Operations, Shipping, Pricing, and Finance to support order fulfillment, customer satisfaction, and continuous improvement.

Key Responsibilities

Supervise, coach, and support Customer Experience Representatives to deliver consistent, responsive, and professional service across phone, email, and case-management channels.
Set clear performance expectations; monitor service levels, productivity, quality, customer feedback, and adherence to established processes; provide timely coaching and performance feedback.
Lead onboarding, training, cross-training, and development plans to strengthen product knowledge, systems capability, and customer-service skills.
Manage and resolve escalated customer concerns, order issues, and service failures with sound judgment, appropriate urgency, and adherence to company policies.
Maintain working knowledge of customer-service processes and systems, including ERP, CRM, EDI, pricing, order management, shipping, returns, and discrepancy handling, to ensure accurate and complete transactions.
Review customer orders and EDI transactions for accuracy, including pricing, freight terms, warehouse selection, shipping methods, special instructions, and customer-specific requirements.
Lead and support customer promotions, national programs, volume-discount initiatives, and sales-support activities; coordinate execution, track results, and communicate outcomes to leadership.
Develop, document, and continuously improve team processes, controls, and standard work to reduce errors, improve response times, and enhance the customer experience.
Partner with cross-functional teams to address service risks, backorders, supply constraints, delivery issues, and customer-impacting operational changes.
Prepare and maintain reports on service performance, order quality, discrepancies, returns, customer issues, and other departmental measures for leadership review.
Support staffing needs through recruitment, scheduling, performance management, and employee development while fostering a constructive, accountable, and collaborative team environment.
Maintain regular and dependable attendance in accordance with company policy and business requirements.

Qualifications and Experience

High school diploma or equivalent required; post-secondary education in business, customer service, or a related discipline is an asset. Equivalent relevant experience will be considered.
Minimum five years of customer service experience in a product-based, distribution, industrial, or manufacturing environment.
Minimum three (3) years of supervisory or team-lead experience in a customer service or order-management function.
Experience working with ERP and CRM systems required; experience with Tecsys, Microsoft Dynamics 365, and Salesforce is an asset.
Bilingual French and English, written and spoken, is required for roles supporting Canadian customers and internal partners in both official languages.

Knowledge Skills and Abilities

Demonstrated ability to lead, coach, and develop a customer-facing team.
Strong judgment, problem-solving ability, and a practical customer-focused approach to resolving issues.
Excellent written and verbal communication skills, with a calm, professional, and patient approach in challenging situations.
Strong attention to detail, organization, and sense of urgency in a high-volume environment.
Ability to interpret performance data, identify trends, and implement practical improvements.
Proficiency with Microsoft 365 applications, including Teams, Excel, Outlook, and Word.

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More about this job

Responsibilities

The Customer Experience Supervisor leads daily team activities, ensuring professional support and accurate order fulfillment for customers and sales teams. This role is responsible for coaching staff, resolving complex customer issues, and driving continuous process improvements across cross-functional departments.

Requirements

Candidates must have at least five years of customer service experience in a product-based or industrial environment, including three years in a supervisory role. Proficiency in ERP and CRM systems is required, along with bilingual fluency in English and French.

Skills

Team Leadership
Customer Service
Coaching
Order Management
ERP Systems
CRM Systems
Problem Solving
Communication
Performance Management
Process Improvement
Data Analysis
Bilingualism
Microsoft 365
Supply Chain Coordination
Conflict Resolution

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Supervisor
Manufacturing
Distribution
ERP
CRM
Tecsys
Microsoft Dynamics 365
Salesforce
EDI
Order Fulfillment
Supply Chain
Pricing
Shipping
Performance Metrics
Onboarding
Training
Process Discipline
Metalworking
Bilingual

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