Customer Experience Specialist

• Serve as a primary point of contact for distributor inquiries related to orders, documentation, claims, and service issues.
• Build and maintain strong, collaborative relationships with distributors and internal stakeholders to ensure timely issue resolution and service consistency.
• Proactively identify customer experience risks and escalation needs, ensuring clear communication and timely follow‑through.
• Support consistent service standards aligned with customer experience KPIs and company values.

• Manage order fulfillment activities from order entry to delivery, ensuring accuracy, on‑time performance, and compliance.
• Monitor and maximize order fill rates while supporting 100% accuracy across documentation, certifications, shipment execution, and delivery timelines.
• Partner with Production to understand production schedules, constraints, and supply disruptions.
• Collaborate with Sales to align inventory levels, customer programs, and demand requirements.
• Maintain up‑to‑date knowledge of distributor-specific programs, lead times, weight requirements, and order cut‑offs.
• Monitor credit holds and financial risks, providing visibility to potential impacts on order release and supporting escalation and resolution efforts
• Support new customer onboarding and account setup, ensuring smooth transitions and data accuracy.

• Prepare and draft Health Certificates for CFIA / USDA, coordinating with Administration to complete the full export documentation process.
• Ensure export and shipping documentation meets regulatory, customer, and internal compliance requirements.
• Maintain awareness of regulatory changes impacting documentation, export compliance, and customer requirements.

• Process customer claims and deductions, including investigation, validation, resolution determination, and communication to customers.
• Conduct root cause analysis of claims trends and recurring issues, partnering cross‑functionally to implement corrective and preventive actions.
• Support compliance readiness for EDI and other regulated accounts by reviewing data, identifying gaps, and implementing risk‑mitigation plans.
• Track outcomes and improvements to reduce repeat claims and improve customer satisfaction.

• Collect and analyze service performance data, customer feedback, and operational metrics to identify trends, risks, and opportunities.
• Prepare and share periodic insights and reporting with internal and external stakeholders, translating data into actionable recommendations.
• Support the standardization, review, and maintenance of SOPs related to customer experience, export documentation, claims, and reporting.
• Participate in continuous improvement initiatives, contributing ideas to streamline workflows, improve accuracy, and enhance scalability.
• Leverage available tools and systems (ERP, CRM, reporting dashboards) to support data‑driven decisions and process optimization.

• Post‑secondary education in Business, Supply Chain, Operations, or a related field is an asset.
• 3–5 years of experience in customer experience, supply chain, logistics, commercial operations, or a related environment.
• Experience working with ERP systems and CRM or customer service platforms.
• Advanced working knowledge of MS Office (Excel, Outlook, PowerPoint); experience with reporting tools is an asset.
• Fluency in English (verbal and written) required; working knowledge of Spanish and/or French is considered an asset

• Customer‑centric mindset with a strong focus on service quality and relationship management.
• Strong analytical and problem‑solving skills; ability to identify root causes and implement sustainable solutions.
• Effective communication skills with the ability to collaborate across functions and influence outcomes.
• High attention to detail with the ability to manage competing priorities in a fast‑paced environment.
• Adaptability and resilience in managing change, ambiguity, and evolving customer expectations.
• Continuous improvement mindset with comfort using data to support recommendations.
• Sound judgment and discretion when handling confidential customer and financial information.

• This role may occasionally require extended hours during peak periods or operational disruptions.
• Position requires a high level of collaboration across internal teams and external partners.
• Hybrid or onsite work expectations may vary based on business needs.

• Safety: a strong commitment to ensure all people are provided with a safe, healthy and respectful environment.
• Earnings: Competitive Wages that give financial peace of mind, RRSP with Company, and donation matching.
• Industry Competitive Benefits: Medical, Dental, Vision and Employee Assistance Programs to meet your individual or family needs.
• Continuing Education: In House & Online Learning & Development, as well as an Education Assistance Program.
• Quality: a dedication to uphold the highest standards of authenticity, nutritional integrity, and food safety, to earn the trust of Pet Lovers everywhere.
• Other Perks: Free Bag of Premium Pet Food each month, Free Parking and more!

Mars