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Added 9 mins ago
AA
Intégrateur.trice Avion en Avionique / Aircraft Avionics Integrator
Airbus Aircraft
Montreal, QC
- Full-time
Added 9 mins ago
FC
Courier Team Lead
FedEx Canada
Corunna, ON
- Part-time
…the sector as assigned ensuring best practices and effective operations and models the way for hourly employees by becoming a mentor and demonstrating role model behaviour including strong…
Added 9 mins ago
PH
Nurse, Clinical Informatics Specialist
Provincial Health Services Authority
Victoria, BC
- Full-time
The CIS is the liaison between Professional Practice, Digital Health/Information Management, clinical operations leaders, users (staff and clinicians) and other groups and utilizes their…
Added 9 mins ago
FS
Financial Controller
Firefly Solar Inc.
Calgary, AB
- Full-time
We are seeking an experienced Finance Controller to join our team and work closely with our Accounting & Finance Lead. This role is ideal for someone who brings strategic financial…
Added 11 mins ago
T
Vice President, Trade and Working Capital
TD
Toronto, ON
- Full-time
Lead the structuring and evaluation of complex Trade Finance, Working Capital, Supply Chain Finance, and Export & Agency Finance transactions.
Added 13 mins ago
EC
Budtender Sales Associate
Emerald Cannabis
Barrie, ON
- $17.95 to $18.5 CAD / hour
- Full-time
- On-site
…required to live and breathe our mission to seize opportunity, lead with passion and be the absolute best. We aim to provide guests with an extraordinary cannabis shopping experience. *"We…
Added 13 mins ago
CD
front desk manager
Casbah Day Spa
Surrey, BC
- $18.25 to $28 CAD / hour
- Full-time
- On-site
Overview* We are seeking a dynamic and energetic Front Desk Manager to lead our front office team with enthusiasm and professionalism. In this pivotal role, you will be the welcoming face…
Added 25 mins ago
RB
Director, DevOps Insights
Royal Bank of Canada
Toronto, ON
- Full-time
…developers now use every day. As Director, DevOps Insights, you'll lead the data engineering and data science team that turns this telemetry into answers senior and executive leadership act…
Added 25 mins ago
Bilingual Senior Manager, Client Finance Operations – Québec Clients
Burson
Toronto, ON
…redefine reputation as a competitive advantage so they can lead today and into the future. When you work at Burson, you are part of a global community of lifelong learners who thrive at the…
Added 39 mins ago
B
Customer Success Manager - eLearn
BoomerangFX
Mississauga, ON
- Full-time
…records (EMR), accounting, data analytics, digital advertising, lead generation and e-learning in a single user-friendly solution. This unique feature-rich practice management solution is…
Added 39 mins ago
PF
Gestionnaire principal·e de produit | Senior Product Manager , APM & GenAI
Power Factors
Montreal, QC
- Full-time
Added 39 mins ago
V|
Commercial Contracts Manager
Veolia | North America
Oakville, ON
- Contract
Prepare persuasive positions for (and sometimes lead) complex contract negotiations for dispute resolution and change order requests with customers and suppliers
Added 39 mins ago
C/
Advisor, New Technology Introduction Program / Conseiller, Programme de mise en œuvre des nouvelles technologies
CATSA / ACSTA
Ottawa, ON
- $74,838 to $93,546 CAD / year
- Contract
CATSA is a world leader in aviation security, mandated to protect the public by delivering security screening operations at 89 designated airports across Canada. As a Crown corporation,…
Added 55 mins ago
LC
Assistant Department Manager- Front End - Interim
Loblaw Companies Limited
Bridgewater, NS
- Full-time
Lead, mentor and empower team members to improve efficiency, engagement, and retention
Added 55 mins ago
LC
Front End Department Manager Full Time Day Greenlight Requisition
Loblaw Companies Limited
Paradise, NL
- Full-time
- Lead, coach and motivate colleagues to achieve success and foster colleague growth
Added 1 hour ago
MP
Restoration Team Leader
Madison Property Restoration
Leader, SK
- Full-time
Office Manager, Field Operations Manager, Project Mgr., Clients, General Manager, Insurance Adjusters, Sub Contractors
Added 1 hour ago
TG
Retail Store Supervisor - Stade IGA Pro Shop
Tennis Giant
Montreal, QC
- Full-time
…Stade IGA Pro Shop. The successful candidate will oversee daily operations, lead the store team, and deliver exceptional customer service in a dynamic and sport-focused setting. This is a…
Added 1 hour ago
V
Maintenance Manager
Verrus
ON · Ontario, Canada
- Full-time
Lead and develop a multidisciplinary maintenance organisation across mobile, fixed plant, electrical, instrumentation, reliability and planning functions
Added 1 hour ago
OM
Chef de projet et opérations client
Omnicom Media
Montreal, QC
- Full-time
Assureras la liaison avec les équipes d’opérations globales et pancanadiennes ;
Added 1 hour ago
RG
Associate Nurse Manager - Full-Time - RPN
Responsive Group Inc.
Perth, ON
- Full-time
…Director of Care, Director of Care, and Interdisciplinary team lead, the Associate Nurse Manager supports compliance with applicable legislative and professional requirements (including…
Added 1 hour ago
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Project Manager
PTI - Packaging Technologies & Inspection
Burlington, ON
- Full-time
Coordinate cross-functional internal teams including engineering, operations, quality, and service to ensure project milestones are met on time and within budget.
Added 1 hour ago
CG
Senior Investment Associate | Cash Management Group
Canaccord Genuity Group Inc.
Vancouver, BC
- $90,000 to $110,000 CAD / year
- Full-time
This is a senior, hands-on role that blends client service, operations, leadership, and product coordination. You will act as a key partner to Investment Advisors, lead and mentor a team of…
Added 1 hour ago
RM
Manager, Human Resources
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
Make a Difference. Lead with Purpose. Support the People Who Deliver Care.
Added 1 hour ago
W
Data Analyst, Sr.
Wiraa
Canada
- Full-time
…recommendations to enhance customer success initiatives. You will lead forecasting efforts for pipeline meetings, design scalable dashboards, and collaborate closely with cross-functional…
Added 1 hour ago
V
Production Coordinator
VAST_BC
Vancouver, BC
- Part-time
VAST is seeking an organized, creative, and collaborative Production Coordinator to lead the day-to-day implementation of VAT's editorial and production mentorship project.

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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