Customer Experience Manager

Overview

At OSP, we deliver high-quality chemical blending and distribution solutions to industrial clients across North America. We're seeking a strategic Client Experience Manager to elevate our client relationships beyond order fulfillment. You'll serve as a trusted advisor, driving satisfaction, retention, and revenue growth through consultative support, proactive insights, and seamless coordination. This is a high-impact role where you'll own client success, contribute to sales analytics, and help shape our growth in key markets.

If you are someone who thrives on results—retaining clients, expanding accounts, and turning insight into revenue, this could be the perfect next role for you – read on!

• Build and nurture long-term, consultative relationships with key clients, acting as their primary advocate and point of contact to ensure exceptional service and alignment with their business goals.
• Own the full order lifecycle: accurately process and confirm orders, manage pricing/shipping details, resolve exceptions, and provide proactive after-sales support to exceed client expectations.
• Drive client retention and expansion by identifying upsell/cross-sell opportunities, preparing tailored quotes in Sage, and collaborating with leadership on pricing strategies.
• Deliver sales analytics, forecasting, and trend analysis to support organization-wide decision-making and identify growth opportunities.
• Support logistics, shipping, and compliance (e.g., regulatory paperwork for US/Canada) while partnering with Operations to ensure on-time delivery and smooth execution.
• Maintain accurate inventory visibility and support cross-functional teams to optimize stock levels and manufacturing needs.
• Monitor client satisfaction metrics and implement improvements to set industry-leading service benchmarks.

• High client satisfaction scores leading to repeat business and organic growth.
• Achieved revenue targets through account expansion and retention.
• Accurate, timely order processing with minimal exceptions.
• Actionable insights from sales analytics that inform business strategy.

• 5+ years in client-facing roles (e.g., account management, inside sales, or customer success) with a proven history of building relationships that drive stable, profitable revenue.
• Degree or diploma in a technical/scientific discipline (preferred) or equivalent experience in industrial/chemical sectors.
• Strong consultative communication skills; ability to interface effectively with operations, technical, purchasing, and executive stakeholders at clients and internally.
• Proficiency in CRM/ERP systems (Hub Spot and Sage 300 experience a strong plus); high comfort with data analysis and Microsoft Office.
• Detail-oriented with excellent organizational skills; proactive problem-solver who thrives in a fast-paced environment.

• Competitive salary + performance incentives.
• Comprehensive benefits package, professional development opportunities.
• Collaborative team in a stable, growing company serving essential industries.
• Engaged, positive team in a collaborative work environment.

If you re passionate about client success and ready to make a real impact, apply today!