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Added 3 mins ago
R
Billingual Operations Representative
RBC
Calgary, AB · Vancouver, BC · Halifax, NS · Toronto, ON
- Full-time
Part of a team that is responsible for the ownership of end-to-end problem resolution for ATM's, VMS client/ Account manager support. Accounting Services activities and functions related to…
Added 3 mins ago
Outside Sales Representative
GNI Management Group Inc.
Toronto, ON
Added 3 mins ago
PT - Inlet Recovery Home - Residence Worker
Connective
Port Alberni, BC
Reports and is accountable to the Program Manager or their designate
Added 3 mins ago
UO
Administrative Coordinator
University of British Columbia
Vancouver, BC · UBCV | Henry Angus Building (ANGU)
- $4,732 to $4,972 CAD / month
- Full-time
Reports to the Associate Manager, Admissions and Operations. Receives direction from the Assistant Dean and other members of the R&A senior leadership team.
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Finance Manager-Enterprise Project Finance
TD
Toronto, ON
- Full-time
Reporting to the Senior Relationship Manager, Enterprise Project Finance, the role of the Finance Manager is to provide end-to-end project financial support to the assigned project…
Added 3 mins ago
HR
Designated Beauty Advisor - Amouage Fragrances
Holt Renfrew
Toronto, ON
- Full-time
Maintain solid relationships with buyer, vendor, and selling manager
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Warehouse Associate
Sunbelt Rentals, Inc.
Burnaby, BC
- Full-time
Perform other duties assigned as assigned by the manager.
Added 3 mins ago
PP
Laundry Attendant - Casual - Villa Marguerite
Park Place Seniors Living
AB
- Part-time
As a valued interdisciplinary Staff member the Laundry Attendant, under the direction of the Environmental Services Manager, collects, sorts, launders and returns laundry to source in the…
Added 3 mins ago
TS
Christmas Worker
The Salvation Army Canada and Bermuda Territory
St. John's, NL · Ches Penney Centre of Hope
- Full-time
Assist with daily food bank operations, ensuring organization, cleanliness, and a welcoming environment.
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TS
Driver / Packer
The Salvation Army Canada and Bermuda Territory
St. John's, NL · Ches Penney Centre of Hope
- Full-time
Provide daily reports of daily activities to the The Salvation Army, Ches Penney Centre of Hope, Community and Family Services Manager.
Added 3 mins ago
CI
Supervisor (Part Time)
Carters Inc.
Kelowna, BC
- Part-time
Offer consistent, in the moment feedback to store team and raise performance concerns to Store Manager
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CI
Assistant Store Manager
Carters Inc.
Vaughan, ON
- Full-time
As an Assistant Store Manager, you will be the first face of the brand for growing families. You’ll congratulate new parents and grandparents, introduce them to our new baby essentials,…
Added 3 mins ago
CA
Parts Delivery Driver
Capital Automotive Group
Derrick Chrysler Dodge Jeep Ram Fiat
- Full-time
…contributing to the overall efficiency of the dealership's parts operations. The purpose of this position is to uphold a high standard of customer service, support internal departments, and…
Added 3 mins ago
BP
Planbook Designer (Architectural Technologist)
Brookfield Properties
Calgary, AB
- Full-time
…Brookfield Residential's master drawing library. Reporting to the Manager, Product Development, this role prepares and updates construction-ready master drawings for new models, elevations,…
Added 18 mins ago
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CUSTOMER SERVICE REPRESENTATIVE
BMO
Vancouver, BC · FBT
- Part-time
Added 18 mins ago
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Customer Service Representative
BMO
Coquitlam, BC
- Part-time
Added 18 mins ago
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Customer Service Representative
BMO
Vancouver, BC
- Part-time
Added 18 mins ago
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Change Manager
BMO
Toronto, ON · BMOPLACE
- Full-time
Experience working within financial services, lending, retail banking, operations or customer-facing transformation initiatives is strongly preferred.
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Wealth Investorline Associate, Winter 2027 (Co-op/Internship) - 4 months
BMO
Toronto, ON · FCP
- Full-time
…support to one or more business groups and facilitate group operations. Collaborates with internal and external stakeholders to facilitate delivery of business objectives in accordance with…
Added 18 mins ago
Senior Project Manager (Trade Shows, Events, Permanent Installations)
Jack Morton Worldwide
Oakville, ON
We’re looking for a Senior Project Manager – Trade Shows, Events & Permanent Installations to bring some of our most ambitious experiences to life.
Added 18 mins ago
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Marketing & Administrative Coordinator (SqDC)
Seabird Island Band
BC · Agassiz, British Columbia
- Full-time
…dynamic role supporting both the communications and day-to-day operations of Sqéwqel Development Corporation. Reporting to the Communications & Marketing Manager, you will contribute to…
Added 18 mins ago
TU
Lane Closure Technician (LCT)
The Universal Group
Richmond, BC
- Full-time
Report health and safety matters, non-compliance issues, or conflicts with any company employee to the company's Area Manager or Health and Safety Officer.
Added 18 mins ago
TU
Lane Closure Technician (LCT)
The Universal Group
Vancouver, BC
- Full-time
Report health and safety matters, non-compliance issues, or conflicts with any company employee to the company's Area Manager or Health and Safety Officer.
Added 18 mins ago
TU
Lane Closure Technician (LCT)
The Universal Group
Langley (District), BC · Langley, British Columbia
- Full-time
Report health and safety matters, non-compliance issues, or conflicts with any company employee to the company's Area Manager or Health and Safety Officer.
Added 18 mins ago
TU
Traffic Control Person (TCP)
The Universal Group
Chilliwack, BC
- Full-time
…and responsiveness requirements, ensuring that the company's operations run smoothly and without…

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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