Emplois Catering Events (Edmonton, AB)

About the role

The Customer Experience Team Lead is responsible for coordinating and overseeing key customer‑facing services and systems.

This role ensures customers receive a consistent, professional, and efficient experience across all service channels while supporting continuous improvement and operational excellence.

Reports to: Vice President, Client Experience

Responsibilities:

Order Management Oversight

• Oversee end to end order workflows to ensure accuracy, timely processing, and compliance with internal controls.
• Manage escalations related to delayed, incorrect, or special-order requests.
• Implement process improvements to increase order accuracy, reduce cycle times, and improve customer communication.

Pro Desk Coordination

• Support Pro Desk functions including architect, specifier inquiries, and design assistance.
• Maintain consistent standards for professionalism, turnaround times, and technical accuracy.
• Support staff by implementing training on product configuration, order requirements, and customer inquiries.

Call Centre Administration

• Administrate daily call centre operations including call routing, queue management, voicemail oversight, and system updates.
• Report call metrics such as abandonment rates, speed of answer, and service level performance.
• Maintain call scripts, knowledge articles, and system configurations.

Ticketing Administration

• Administer Freshdesk ticketing workflows, automations, assignments, and response templates.
• Monitor ticket queues to ensure compliance and proper documentation.

Customer Setup & Record Administration

• Manage new customer account setup including data validation, system entry, and consistency across platforms.
• Maintain accurate customer records, updating changes to addresses, contacts, preferences, and dealer profiles.
• Ensure data governance and compliance with internal standards and privacy requirements.
• Collaborate with Finance, Sales, and Operations to ensure records support seamless order processing and billing.

Event Planning Support

• Coordinate internal and external events such as customer visits, dealer meetings, trade shows, training sessions, and special events.
• Manage logistics including venue booking, catering, scheduling, equipment setup, and attendee communication.
• Support project timelines, vendor coordination, and event budgeting as required.

Office Administration

• Provide general office administration support including supplies coordination, reception backup, meeting room coordination, and internal communication support.
• Maintain internal department documentation, process manuals, and communication boards.
• Support onboarding of new team members through systems setup and orientation.

Complaints Administrator

• Administer customer and dealer complaints from intake through resolution.
• Log, track, and categorize complaints in Freshdesk or other systems.

Leadership & Collaboration (Non Supervisory Lead Role)

• Provide day to day guidance, technical support, and subject matter expertise to Customer Experience staff.
• Act as the escalation administrator for complex or sensitive customer issues.
• Identify needs for training new team members and improving team competencies.
• Support alignment between Customer Experience, Sales, Production, Engineering, Logistics, and other internal groups.

Continuous Improvement

• Report service metrics, call data, ticket trends, and order accuracy reports to identify improvement opportunities.
• Participate in workflow changes, automation enhancements, and policy updates.
• Contribute to the development of customer experience standards and service improvement initiatives.

Qualifications

• 3-5+ years’ experience in customer service, order management, or service coordination roles.
• Project Management experience
• Experience with CRM or ticketing systems (Freshdesk preferred).
• Strong organizational, analytical, and problem solving abilities.
• Excellent communication and customer service skills.
• Ability to juggle multiple priorities in a fast paced environment.
• Experience coordinating events or office administration work is an asset.

Core Competencies

• Customer focus
• Communication and interpersonal skills
• Process orientation and documentation
• Ownership and accountability
• Technical systems proficiency
• Problem-solving and critical thinking
• Collaboration and cross-functional coordination
• Time and priority management

Pay: $70,000.00-$75,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking

Application question(s):

• Do you have background in Electrical Engineering

Education:

• Bachelor's Degree (preferred)

Location:

• Edmonton, AB T5S 2J9 (required)

Work Location: In person