About this role
<p>Edmonton, Alberta (CA-AB) Canada (CA) </p> <p> </p> <p>Nexeo Plastics is a leading global thermoplastic resins distributor, representing quality products from world-class suppliers, and serving a diverse customer base across North America, Latin America, Europe, Middle East, Africa, and Asia. From material selection to supply chain and inventory solutions, we go beyond traditional logistics to provide value-added services across many industries, including automotive, healthcare, packaging, wire and cable, 3D printing and more. Our people, our passion, our global reach, and our technology platform allow us to create unique ways to reduce complexity in your business, identify efficiencies, and unlock value for suppliers and customers. Nexeo Plastics facilities are ISO 9001 certified. We diligently observe a commitment to quality in all of our practices and adhere to a defined quality policy.</p> <p> </p> <p> </p> <p> </p> <p style="line-height:15.0pt;margin:0.0in 0.0in 8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">The Customer Experience Specialist plays a critical role in delivering best-in-class service by managing the end-to-end order-to-delivery process. This position is responsible for ensuring an exceptional customer experience through proactive communication, strong relationship management, and seamless coordination across internal global teams. The role supports company objectives related to safety, compliance, financial performance, inventory control, and customer satisfaction.</span></p> <div style="margin:0.0in;text-align:center;line-height:15.0pt;font-size:12.0pt;font-family:Aptos, sans-serif" align="center"><hr align="center" size="2" width="100%"></div> <p style="line-height:15.0pt;margin:0.0in 0.0in 8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><u><span style="font-family:Arial, sans-serif">Customer Experience Specialist Key Responsibilities</span></u></strong></p> <p style="line-height:15.0pt;margin:0.0in 0.0in 8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-family:Arial, sans-serif">Order Management</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Manage assigned customer accounts and orders to ensure timely, accurate delivery.</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Monitor inventory availability, order status, and delivery timelines; proactively communicate updates, delays, or changes.</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Collaborate with internal teams (e.g., procurement, materials management, credit, and operations) to resolve issues and expedite orders when necessary.</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Maintain and manage SAP SOMR (Sales Order Management Report).</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Other tasks as assigned</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">5% travel or less</span></li> </ul> <p style="line-height:15.0pt;margin:0.0in 0.0in 8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-family:Arial, sans-serif">Customer Experience</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Deliver a consistently positive and professional customer experience, contributing to improved customer satisfaction metrics.</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Build and maintain strong relationships with customers and internal stakeholders.</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Partner with sales teams to support business growth, share customer insights, and identify opportunities for improvement.</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Provide proactive communication regarding order status, pricing changes, product availability, and allocations.</span></li> </ul> <div style="margin:0.0in;text-align:center;line-height:15.0pt;font-size:12.0pt;font-family:Aptos, sans-serif" align="center"><hr align="center" size="2" width="100%"></div> <p style="line-height:15.0pt;margin:0.0in 0.0in 8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-family:Arial, sans-serif">Core Competencies</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Strong customer focus with a commitment to service excellence</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Effective problem-solving and decision-making skills</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Proactive, detail-oriented, and highly organized</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Ability to work independently and manage multiple priorities</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Adaptable and supportive of change and process improvements</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Professional communication and interpersonal skills</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Team-oriented with a positive, collaborative approach</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Demonstrated accountability and strong work ethic</span></li> </ul> <div style="margin:0.0in;text-align:center;line-height:15.0pt;font-size:12.0pt;font-family:Aptos, sans-serif" align="center"><hr align="center" size="2" width="100%"></div> <p style="line-height:15.0pt;margin:0.0in 0.0in 8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-family:Arial, sans-serif">Minimum Qualifications</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Associate degree or equivalent relevant work experience</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Proven experience in a B2B customer service or support role</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Experience managing order-to-delivery processes in a fast-paced environment</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Ability to collaborate effectively across global teams and functions</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Strong time management and prioritization skills</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Proficiency in Microsoft Office (Outlook, Excel, Teams, PowerPoint)</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Experience with SAP or other ERP systems; Salesforce experience preferred</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Industry experience in distribution, chemicals, plastics, or related fields is a plus</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Excellent verbal and written communication skills</span></li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:Arial, sans-serif">Strong attention to detail and critical thinking abilities</span></li> </ul><p>Nexeo Plastics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Additionally, Nexeo Plastics participates in the E-Verify program to ensure employment eligibility of newly hired employees where required.</p> <p> </p>