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Added 24 days ago
SC
Associate Customer Integrations Manager, Logistics
SPS Commerce
Toronto, ON · CA ON Toronto Office
- Full-time
As an Associate Customer Integrations Manager, Logistics, you will play a critical role in supporting the success of our small and medium-sized business (SMB) customers. You will be…
Added 24 days ago
BF
Operations Coordinator
Borealis Fuels & Logistics
Williams Lake, BC
- Full-time
Borealis Fuels & Logistics is an international company that distributes and sells propane (LPG) for domestic energy consumption. Borealis is one of North America's fastest-growing propane…
Added 24 days ago
BB
Field Technical Service Representative (Part Time)
Best Buy Canada
Newmarket, ON
- Part-time
Help customers determine their technology needs and respond to their questions
Added 24 days ago
WS
Customer Experience Supervisor
Walter Surface Technologies Incorporated
Pointe-Claire, QC
- $70,000 to $85,000 CAD / year
- Full-time
…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…
Added 24 days ago
C
Warehouse General Manager
Confidential
Aurora, ON
- $100,000 to $120,000 CAD / year
- Full-time
Our organization is a fast-growing, technology-enabled warehousing and distribution operation supporting clients across Canada. Our operation is distinguished by the integration of…
Added 24 days ago
IM
Executive Business Coordinator
Ignite Management Services
Vancouver, BC
- $80,000 to $110,000 CAD / year
- Full-time
Welcoming office visitors and coordinating meeting-room, catering, technology, and onsite logistics;
Added 24 days ago
KP
Executive Assistant
Kastner Perez Search Group Inc.
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
…considered where candidates can demonstrate sophisticated executive support, strong technology skills and experience managing complex…
Added 24 days ago
Director, Operations - E-Commerce, Vaughan Fulfillment Center
Sobeys
Vaughan, ON
You’ll lead a complex, technology-enabled fulfillment environment, leveraging automation, data, and operational insights to optimize capacity, productivity, quality, freshness, and service.…
Added 24 days ago
D
Courier
Dynacare
Canada
- Part-time
…your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and…
Added 24 days ago
P
Full-time Seasonal Courier Utility 493
Purolator
Edmonton, AB
- Full-time
As Canada’s leading integrated freight, package, and logistics provider, we’ve been helping promises get where they need to be for more than 60 years. How does the magic happen? The journey…
Added 24 days ago
Cost Estimator
Bell
Regina, SK
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part…
Added 24 days ago
Production Supervisor (Night Shift)
Ventura Foods
Toronto, ON
Ensuring product & packaging quality, product & packaging efficiencies, shop floor logistics (production sequence, utilization of equipment, staffing levels, product costs, product run…
Added 24 days ago
BG
Lower-Level Controls Specialist, Baggage Handling System
BEUMER Group
Calgary, AB
- Full-time
…about continuously developing and expanding their knowledge. We support these high standards through teamwork, mutual respect and a working culture based on trust that fosters stability and…
Added 24 days ago
H
Senior Warehouse Operative Specialist
Humanoid
Burnaby, BC
- Full-time
…and kitting, ensuring components are available and ready to support fast-moving prototype robot…
Added 24 days ago
Training Coordinator
Pomerleau
Montreal, QC
Join our growing Talent, Culture and Leadership (TCL) team to explore and support strategic business objectives. You have a proven track record of training administration and coordination…
Added 24 days ago
TP
Assistant II - Operation
TOPPAN Packaging Americas
Terrebonne, QC
- Full-time
…barrier films, pouches, clamshells and trays, utilizing advanced technology to enhance product safety, visibility and environmental…
Added 24 days ago
NM
Project Manager- Manufacturing (Med Device)
Natus Medical Incorporated
Oakville, ON
- Full-time
Engineered with input from those who have lived the care experience, our technology simplifies complex processes and improves accuracy and efficiency. There is a role for everyone who wants…
Added 24 days ago
LE
Associate Product Manager - EN/KR Bilingual
LG Electronics Canada
Toronto, ON · North York, ON
- Full-time
…Whether it’s through smart functionality, design, or innovative technology, our home appliances, including kitchen, laundry and lifestyle solutions, media entertainment products including…
Added 24 days ago
Retail Experience Lead & Delivery Driver
Fire & Flower Inc.
Ingersoll, ON
…merchandising, cleanliness standards, receiving, and inventory…
Added 24 days ago
Retail Sales & Delivery Associate
Fire & Flower Inc.
Strathmore, AB
…merchandising, cleanliness standards, receiving, and inventory…
Added 24 days ago
Project Manager- Manufacturing (Med Device)
Natus
Oakville, ON
Engineered with input from those who have lived the care experience, our technology simplifies complex processes and improves accuracy and efficiency. There is a role for everyone who wants…
Added 24 days ago
W
Junior Environmental Scientist or Technologist
Worley
AB · Alberta, Canada
- Full-time
…manage environmental liabilities, restore impacted sites, and support sustainable outcomes across the full asset lifecycle. We combine technical excellence, practical field experience, and…
Added 24 days ago
R
Dispatcher (Bilingual)
RBGlobal
Oshawa, ON
- Full-time
…for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and…
Added 24 days ago
R&
Scrum Master II
Robertson & Company Ltd.
Toronto, ON
- Contract
Robertson is seeking a skilled Scrum Master II to join our client in support of an existing vacancy.
Added 24 days ago
WS
Superviseur, expérience client / Customer Experience Supervisor
Walter Surface Technologies
Montreal, QC
- Full-time

Walter Surface Technologies

Superviseur, expérience client / Customer Experience Supervisor

Montreal, QC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 6, 2026
Posting language: English · French
Posted: Oct 7, 2026

Original job description

English section of this bilingual listing.

La version anglaise suivera / English version will follow)

Relève de : Gestionnaire, expérience client

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.

Read the full bilingual original

La version anglaise suivera / English version will follow)

Relève de : Gestionnaire, expérience client

Depuis plus de 70 ans, WALTER Surface Technologies est un chef de file mondial dans les technologies de traitement de surface. L’entreprise offre des abrasifs haute performance, des outils, des outils électriques, des solutions chimiques, des solutions de sécurité et des solutions pour les procédés de soudage, spécialement conçus pour l’industrie du travail des métaux. Notre philosophie fondamentale consiste à aider nos clients à travailler mieux et à atteindre l’excellence grâce aux meilleures technologies, aux meilleurs produits, à la meilleure performance, à la meilleure sécurité et à la meilleure durabilité, le tout conçu pour accroître leur productivité et leur rentabilité.

Sommaire du poste

Le superviseur ou la superviseure, expérience client, dirige les activités quotidiennes de l’équipe Expérience client afin d’assurer un soutien rapide, exact et professionnel aux clients de Walter Surface Technologies ainsi qu’aux équipes des ventes. Ce rôle est responsable de la performance de l’équipe, de l’accompagnement, du respect des processus et de la résolution des problèmes clients complexes. La personne collabore étroitement avec les ventes, la chaîne d’approvisionnement, les achats, les opérations, l’expédition, la tarification et les finances afin de soutenir l’exécution des commandes, la satisfaction des clients et l’amélioration continue.

Principales responsabilités

Superviser, accompagner et soutenir les représentants Expérience client afin d’offrir un service constant, réactif et professionnel par téléphone, courriel et canaux de gestion des cas.
Établir des attentes claires en matière de performance; surveiller les niveaux de service, la productivité, la qualité, la rétroaction des clients et le respect des processus établis; fournir de l’accompagnement et de la rétroaction en temps opportun.
Diriger l’intégration, la formation, la formation croisée et les plans de développement afin de renforcer la connaissance des produits, la maîtrise des systèmes et les compétences en service à la clientèle.
Gérer et résoudre les préoccupations clients escaladées, les problèmes de commandes et les défaillances de service avec jugement, diligence appropriée et conformément aux politiques de l’entreprise.
Maintenir une bonne connaissance des processus et systèmes de service à la clientèle, y compris les ERP, CRM, EDI, la tarification, la gestion des commandes, l’expédition, les retours et le traitement des écarts, afin d’assurer des transactions exactes et complètes.
Examiner les commandes clients et les transactions EDI afin d’en assurer l’exactitude, notamment la tarification, les modalités de transport, la sélection de l’entrepôt, les méthodes d’expédition, les instructions spéciales et les exigences propres aux clients.
Diriger et soutenir les promotions clients, les programmes nationaux, les initiatives de rabais au volume et les activités de soutien aux ventes; coordonner l’exécution, suivre les résultats et communiquer les conclusions à la direction.
Élaborer, documenter et améliorer continuellement les processus, les contrôles et les méthodes de travail standard de l’équipe afin de réduire les erreurs, d’améliorer les délais de réponse et de bonifier l’expérience client.
Collaborer avec les équipes interfonctionnelles afin de traiter les risques liés au service, les commandes en souffrance, les contraintes d’approvisionnement, les problèmes de livraison et les changements opérationnels ayant une incidence sur les clients.
Préparer et tenir à jour des rapports sur la performance du service, la qualité des commandes, les écarts, les retours, les enjeux clients et les autres indicateurs du service aux fins d’examen par la direction.
Soutenir les besoins en personnel par le recrutement, la planification des horaires, la gestion de la performance et le développement des employés, tout en favorisant un environnement d’équipe constructif, responsable et collaboratif.
Maintenir une présence régulière et fiable conformément aux politiques de l’entreprise et aux besoins opérationnels.

Qualifications et expérience

Diplôme d’études secondaires ou équivalent requis; une formation postsecondaire en administration, service à la clientèle ou dans une discipline connexe constitue un atout. Une expérience pertinente équivalente sera considérée.
Minimum de cinq ans d’expérience en service à la clientèle dans un environnement axé sur les produits, la distribution, l’industrie ou la fabrication.
Minimum de trois (3) ans d’expérience en supervision ou comme chef d’équipe dans une fonction de service à la clientèle ou de gestion des commandes.
Expérience requise avec des systèmes ERP et CRM; expérience avec Tecsys, Microsoft Dynamics 365 et Salesforce constitue un atout.
Bilinguisme français et anglais, à l’oral et à l’écrit, requis pour les rôles soutenant les clients canadiens et les partenaires internes dans les deux langues officielles.

Connaissances, compétences et aptitudes

Capacité démontrée à diriger, accompagner et développer une équipe en contact avec la clientèle.
Bon jugement, solides compétences en résolution de problèmes et approche pratique axée sur le client pour régler les enjeux.
Excellentes compétences en communication écrite et verbale, avec une approche calme, professionnelle et patiente dans les situations difficiles.
Grande attention aux détails, sens de l’organisation et sens de l’urgence dans un environnement à volume élevé.
Capacité à interpréter les données de performance, à cerner les tendances et à mettre en œuvre des améliorations pratiques.
Maîtrise des applications Microsoft 365, notamment Teams, Excel, Outlook et Word.

_____________________________________________________

Reports to: Manager, Customer experience

Position Summary

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.

Apply About employer

More about this job

Responsibilities

Lead and develop the Customer Experience team, oversee service quality and performance, and resolve escalated customer and order issues. Coordinate with internal departments to support order fulfillment, promotions, reporting, and continuous improvement of customer-service processes.

Requirements

Requires at least five years of customer-service experience in a product-based, distribution, industrial, or manufacturing environment, including at least three years in a supervisory or team-lead role. A high school diploma or equivalent and ERP/CRM experience are required; French-English bilingualism is required for roles supporting Canadian customers and internal partners.

Skills

Team Leadership
Coaching and Employee Development
Customer Service
Escalation Management
Problem-Solving
Order Management
ERP Systems
CRM Systems
EDI Transactions
Process Improvement
Performance Reporting
Cross-Functional Collaboration
Microsoft 365
Written and Verbal Communication
French-English Bilingualism

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Customer Service
Team Supervision
Coaching
Employee Development
ERP
CRM
EDI
Tecsys
Microsoft Dynamics 365
Salesforce
Microsoft 365
Microsoft Teams
Microsoft Excel
Microsoft Outlook
Microsoft Word
Order Management
Order Fulfillment
Pricing
Shipping
Returns
Customer Promotions
Volume Discounts
Performance Reporting
Process Improvement
Supply Chain
Industrial Manufacturing
Distribution
French-English Bilingualism

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