Customer Care Representative, Full-time Permanent

Join Our Team: Client Experience Specialist Opportunity!
JFE 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.
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. The 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.
Client Services

• Serve as the primary advocate for assigned clients by ensuring their requirements and commitments are clearly communicated and understood throughout the organization.
• Proactively communicate order status, potential risks, delays, and recovery plans to clients, ensuring expectations are managed before concerns arise.
• Providing information to clients concerning products, services, schedules, rates, regulation and policies.
• Monitor client commitments and identify potential risks to delivery or service, escalating concerns through the appropriate internal channels.
• Support Business Development Managers during client meetings by providing order status, operational updates, and account-specific information.
• 10% travel to support clients globally..

Administrative
Verifying and validating other Client Experience Specialist order check off sheets for accuracy and sign off.
Daily monitoring of client order statuses, shipment requirements, order changes and expediting of orders.
Analyze order status, shipment priorities, and backlog to identify potential delivery risks and communicate concerns to the appropriate internal teams.
Managing client accounts and reporting on client specific data spreadsheets.
Maintain accurate client records, pricing, forecasts, and ERP data to support effective planning and reporting.
Logging customer concerns on the QT9.
Monitor performance metrics including order acknowledgement turnaround, response times, order accuracy, and client commitments.
Coordinate 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 manner.
Work closely with Shipping department to communicate shipment requirements and timing.
Coordinate cross-functional communication to ensure clients receive accurate, consistent, and timely information throughout the order fulfillment process.
Request credits and process product returns or rejections or issue replacement orders.
Participate in continuous improvement initiatives that enhance the client experience, improve operational efficiency, and strengthen cross-functional collaboration.
Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment.
Intermediate level Computer and Math skills required.
Extremely detail-oriented, with the ability to manage high volumes of files and data with exceptional accuracy.
Ability to problem solve under minimal supervision.
Exceptional customer service skills.
Strong organizational and project coordination skills.
Ability to prioritize competing demands while managing client accounts.
Strong analytical and problem-solving skills with the ability to identify risks and escalate issues appropriately.
As a fulltime permanent employee, you would receive:
Competitive health and dental benefits
Retirement savings program with company matched pension plan
This posting is for an existing vacancy.