Customer Experience Assistant

The Customer Experience Assistant plays a key role in delivering exceptional service to our customers. This position supports the Customer Experience Specialist by responding to inquiries, resolving issues, and ensuring a seamless and positive experience across all customer touchpoints. Additionally, the role provides essential support to the logistics department, contributing to the coordination of freight, communication with carriers, and tracking of raw material.

Key Responsibilities:

Customer Service

• Assist in entering, monitoring and tracking the status of orders, ensuring timely movement of materials and products.
• Communicate with suppliers, vendors, and internal teams to expedite shipments and resolve delays.
• Work with the Supply Chain Manager to ensure accurate scheduling and prioritization of materials.
• Assist in quoting projects by obtaining supplier pricing, lead times, and availability.
• Assist with updating records and reports on material availability and production timelines.
• Assist with identifying potential bottlenecks in the process and coordinate solutions to prevent disruptions.
• Maintain clear documentation of order statuses, delays, and resolutions.
• Assist the sales team with CRM system database management

Logistics

Gate & Freight Coordination

• Check in drivers at the gate and verify delivery/pick-up documentation
• Email carriers to request pricing and confirm availability for loads
• Create purchase orders and shipping confirmation for carriers
• Update the freight board with accurate pick-up and delivery times
• Receive inbound freight, including raw materials such as resin

System & Communication Support

• Use NAV to manage logistics and inventory data
• Contact customers in Canada and the U.S. to notify them of upcoming deliveries, if applicable
• Maintain clear and professional communication with internal teams and external partners

Raw Material Oversight

• Conduct daily walk-throughs in the plant to monitor raw material levels and ensure timely replenishment

Reception

• Greet Visitors warmly and professionally
• Manage incoming and outgoing mail and deliveries
• Answer any direct incoming calls
• Ensure compliance with company policies for guests and deliveries.
• Assist with data entry and filing

General Support

• Perform other duties as assigned to support logistics, customer experience, operational efficiency and administration.