Customer Experience Specialist

Job Description

Job Description:

Champion Petfoods is expanding! We are excited to announce we are looking for a Customer Experience Specialist to join our rapidly growing company.

Champion Petfoods is an award-winning pet food maker with a reputation of trust spanning 35+ years. Founded in a small town in Alberta, Canada, Champion – with its ORIJEN® and ACANA® brands – is a key player in the global premium pet food industry across three major geographic regions.

We would love to hear from you if you are passionate about personal and professional growth and see yourself as a key player contributing to our continued success as an award-winning company.

Here's the Scoop – Summary

The Customer Experience Specialist, Logistics & Distribution, is responsible for delivering a best in class, end to end customer experience for distributors by managing order fulfillment, export documentation, issue resolution, and customer insights.

This role partners closely with Sales, Production, Finance, and external stakeholders to ensure operational excellence, compliance, and continuous improvement.

The Specialist leverages data, customer feedback, and process optimization to proactively identify risks, improve service performance, and support scalable, standardized customer experience practices across Commercial Services.

What a typical day looks like:

Customer Experience & Relationship Management

• 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.

Order & Supply Chain Management

• 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.

Export Documentation & Compliance

• 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.

Claims, Deductions & Issue Resolution

• 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.

Insights, Reporting & Continuous Improvement

• 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.

What are we looking for?

• 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

Key Skills & Competencies

• 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.

Working Conditions

• 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.

What can you expect from Champion?

• 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!

What are you waiting for? Join the pack!

Come as you are.

We value diversity in all forms and know the power it can bring. Workplace equality allows for creative ideas to bloom, diverse points of views to be heard, and increases overall happiness. That sounds pretty good to us.

Champion is an equal opportunity employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, or any other creed, you are wanted here.

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