Client Experience Specialist

Join Our Team: Client Experience Specialist - Hybrid Opportunity!About UsJFE Shoji Power Canada (JSC) is an electrical steel products manufacturer located in Burlington, Ontario. As the largest producer of transformer cores in North America, JSC specializes in wound, amorphous, and step-lap cores for power generation and distribution equipment. Its electrical steel products and magnetic materials are also used in electric vehicle motors and charging station infrastructure, data centres, audio equipment, and other industrial applications.Since 1972, JSC (formerly Cogent) has grown from a small niche manufacturer to an integral part of the North American electrical steel supply chain with multiple facilities and over 500 employees. JSC is dedicated to meeting the growing demand for electrical energy by providing strategic, innovative, and sustainable solutions to its clients.What Sets Us Apart?At JFE Shoji Power Canada, we are more than just a company—we are a community that embraces safety. We have a proactive safety attitude where every team member is empowered to care for each other and take responsibility for keeping everyone safe. By embodying the ICare principles, we ensure that safety is not just a priority but a core value of our culture. Each employee plays an essential role in shaping a workplace where safety is embedded in every action we take, and where incidents are prevented before they happen.How you’ll make an impactThe Client Experience Specialist (CES) is responsible for delivering an exceptional client experience by serving as the primary point of contact for assigned accounts. The CES manages the order fulfillment process from receipt of order through shipment while ensuring clients receive timely, accurate, and proactive communication regarding quotations, orders, schedules, and any concerns requiring resolution.Working collaboratively with Operations, Engineering, Production Planning, Shipping, Finance, and Business Development Managers, the CES coordinates internal activities to support client commitments and acts as the voice of the client throughout the organization.Salary: $55K - $70K based on experienceThis is a 50/50 hybrid role with an alternating in-office schedule: three days in the office one week and two days in the office the following week.

Responsibilities

Client ServicesNurturing both new and long-standing client relationships to gain understanding of their business needsServe as the primary advocate for assigned clients by ensuring their requirements and commitments are clearly communicated and understood throughout the organizationManaging new processes with our clients, our internal production team, and Business Development ManagersReceiving and documenting client concerns and providing follow-up with clients after resolutionProactively communicate order status, potential risks, delays, and recovery plans to clients, ensuring expectations are managed before concerns ariseProviding information to clients concerning products, services, schedules, rates, regulation and policiesPromptly issuing order acknowledgements to clients and keeping them updated as their order progresses from receipt to deliveryMonitor client commitments and identify potential risks to delivery or service, escalating concerns through the appropriate internal channelsAttending regularly scheduled client meetingsSupport Business Development Managers during client meetings by providing order status, operational updates, and account-specific informationEnsuring timely response to our clients’ emailsMaintain professional, timely, and solution-focused communication that strengthens client relationships and confidence in JFE Shoji Power CanadaUp to 10% travel to support clients globallyAdministrativeReceipt of client purchase orders, ensuring they are appropriately triaged and monitoredMaintaining up to date records of client approvals for designsEntering orders into company ERP System with great attention to detailCreating work orders for client requisitionsVerifying and validating other Client Experience Specialist order check off sheets for accuracy and sign offDaily monitoring of client order statuses, shipment requirements, order changes and expediting of ordersAnalyze order status, shipment priorities, and backlog to identify potential delivery risks and communicate concerns to the appropriate internal teamsManaging client accounts and reporting on client specific data spreadsheetsMaintain accurate client records, pricing, forecasts, and ERP data to support effective planning and reportingLogging customer concerns on the QT9Maintaining updated pricing in ERP SystemMonitor performance metrics including order acknowledgement turnaround, response times, order accuracy, and client commitmentsPro-actively review current client order volumes with sales forecast identifying opportunities for salesCross-functional ResponsibilitiesProvide client drawings and specifications to the Engineering team for review and approvalManage the process of vetting designs for new parts and establishing the requirement for new partsCoordinate with Operations and Production Planning to ensure client commitments are achievable, production schedules remain aligned with client requirements, and potential risks are communicated in a timely mannerWork closely with Shipping department to communicate shipment requirements and timingCoordinate cross-functional communication to ensure clients receive accurate, consistent, and timely information throughout the order fulfillment processRequest credits and process product returns or rejections or issue replacement ordersWork closely with the Finance team on accounting-related mattersParticipate in continuous improvement initiatives that enhance the client experience, improve operational efficiency, and strengthen cross-functional collaborationDemonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environmentDemonstrate an eagerness to learn and determination to succeedQualificationsExtremely detail-oriented, with the ability to manage high volumes of files and data with exceptional accuracyAbility to “triage” urgency – prioritize, organize, and manage your day effectivelyAbility to problem solve under minimal supervisionStrong written and verbal communication skillsExceptional customer service skillsAdaptable and able to work as part of a cross-functional teamStrong organizational and project coordination skillsAbility to prioritize competing demands while managing client accountsDemonstrated ability to build collaborative working relationships across multiple departmentsStrong analytical and problem-solving skills with the ability to identify risks and escalate issues appropriatelyAbility to communicate professionally and confidently with clients at all organizational levelsAs a fulltime permanent employee, you would receive:Competitive health and dental benefitsRetirement savings program with company matched pension planThis posting is for an existing vacancy.Please note: JFE Shoji Power does not accept agency resumes and is not responsible for any fees related to unsolicited resumes.