Customer Experience Specialist (French speaking)

The Customer Experience Specialist - eB2B responsible for delivering outstanding customer service and ensuring a seamless order-to-delivery process within the company's eB2B environment. The role focuses on owning the customer experience end-to-end: managing orders with accuracy, serving as the first point of contact, resolving issues quickly, and ensuring customers receive the right level of support and service.

The Specialist also plays a key role in onboarding customers to the eB2B platform, providing guidance and support to drive smooth adoption and satisfaction. By creating and maintaining clear self-service resources, the role empowers customers to independently access information, improving engagement and reducing friction.

Through close collaboration with Sales, Customer Service, and Logistics teams, the Customer Experience Specialist - eB2B acts as the voice of the customer, continuously improving service levels and helping deliver a reliable, customer-first digital experienceKey responsibilities include:

Customer Service & Order Management

• Own the end-to-end order lifecycle from receipt to delivery, ensuring accuracy in quantity, pricing, packaging, and shipment timing.
• Act as the primary customer contact for inquiries and escalations, resolving issues such as damages, mis-shipments, cancellations, or order errors with speed and empathy.
• Proactively monitor orders and partner closely with CS, Logistics, and Distribution Centers to prevent delays and reduce repeat service issues.
• Deliver measurable improvements in order accuracy, timely fulfillment, and reduction of cancellations and errors.

Digital Onboarding & Adoption

• Guide customers through onboarding to the eB2B platform, ensuring strong adoption of digital self-service tools.
• Partner with Sales to enable seamless customer transition from traditional channels to digital processes.
• Track and report onboarding progress and commercial/service KPIs to ensure customers become fully enabled and engaged.
• Contribute to high customer satisfaction and retention throughout the eB2B transition.

Self-Service Enablement & Experience Optimization

• Develop and maintain customer-facing content (FAQs, guides, troubleshooting resources) to drive autonomy and reduce support demand.
• Gather insights from customers and internal teams to continuously improve the platform experience and eliminate recurring issues.
• Increase self-service utilization and reduce manual support interventions over time.

Collaboration & Continuous Improvement

• Build productive cross-functional relationships with Sales, CS, IT, and Logistics to strengthen operational performance.
• Identify and support process, system, and technology enhancements that elevate customer experience and service levels.
• Promote a customer-first mindset in digital and operational transformation initiatives.