Customer Experience Representative

Metro Supply Chain is a strategic supply chain solutions partner to some of the world's fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 22.5 million square feet operating out of more than 190 sites across North America and Europe with a team of 9,000, it is one of Canada's largest privately owned supply chain solutions companies. Metro Supply Chain is a 2026 winner of the Canada's Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities.

Summary

The Customer Experience Representative carries out all customer service activities such as responding to inquiries, processing orders, and handling complaints, in a prompt, courteous, and effective manner. Other responsibilities include phone duties, greetings visitors, scheduling, and other clerical duties as directed by the immediate supervisor.

SHIFT: Monday to Friday 8:30am-5:00pm

Responsibilities

• Assist the Operations Supervisor with daily work assignments and follow up on the delivery of the expected performance results including:
• Process and input all customer orders including the coordination of last minute shipping requests with the traffic department.
• Furnish shipping and tracing information to customer as required.
• Maintain damage goods record and back-order logs.
• Handle returned products in an efficient manner and assure proper credit is given to the customer.
• Trace orders as required and notify customers of any activity concerning their merchandise.
• Assure proper invoicing of accounts by verifying computer-generated invoices.
• Maintain good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoices, shipments, inventory counts, etc, in a courteous and efficient manner.
• Report customer feedback to management, including any signs of customer dissatisfaction.
• Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.
• Oversee all paperwork associated with orders and maintain the corresponding files.
• Maintain a current and accurate procedure book which details the processing requirements for each account.
• Answer phone calls and operate various types of office machines and computers necessary to perform duties.
• Effectively correspond with customers as required.
• Prepare any reports concerning customer service activities as required by supervisors.
• Promote a clean, safe and positive work environment

• Two-year college or one year related experience and/or training; or equivalent combination of education and experience.

• 2 years general office/ warehouse experience
• Must be proficient in Microsoft Office applications (Word, Excel, & Powerpoint)

• Proven communication skills both verbal and written in English.
• Thorough knowledge of office equipment, including MS Word/Excel.
• Knowledge of Pack Manager is an asset.
• Service oriented with strong customer interaction skills and commitment.
• Ability to make sound decisions independently to obtain desired results.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

• Work in an environment where safety is our first priority
• The opportunity to build a career with a growing company
• Medical, dental, and vision coverage for you and your family
• Life and disability insurance
• Wellness programs to support your family’s well-being
• A Retirement Savings Program with a company match
• Company team wear allowance
• Employee Appreciation Day
• Company sponsored social events
• Community volunteering