Customer Experience Representative

DE LA FONTAINE is a growing family-owned manufacturing company with 9 production facilities across North America
. Recognized as one of Canada’s Best Managed Companies from 2021 to 2025
, we are committed to quality, collaboration, and long-term relationships—with both our customers and our employees.

We are currently looking for a Customer Experience Representative to support our B2B distributor network
, primarily in the United States.

What does a typical day look like?

No two days are exactly the same, but here's what you can expect as a key member of our team:

Your day kicks off by reviewing pending or new inquiries whether it’s order updates, special requests, or delivery details. You’ll connect with our distributors to provide updates and answer their questions.

• Act as the main point of contact for distributor inquiries;
• Review and analyze warranty claims and prepare quality-related reports;
• Work in close collaboration with every department to keep commitments on track;
• Identify opportunities to improve processes and overall distributor experience

You quickly become a trusted partner for our distributors and an essential link between our customers and internal teams.

• Build and maintain strong relationships with B2B distributors;
• Provide accurate and timely support throughout the entire order lifecycle;
• Respond to inquiries related to orders, deliveries, feasibility, and special requests;
• Analyze warranty claims and prepare quality reports;
• Collaborate cross-functionally to meet customer expectations and deliver on commitments;
• Support the sales team by sharing information and insights;
• Contribute to continuous improvement initiatives and process optimization

• Competitive compensation
  ;
• Job stability
  ;
• Comprehensive benefits program
  ;
• Group retirement savings plan
  ;
• Paid time off
  , including plant shutdown during the holiday season;
• Ongoing training and professional development;
• Company social and team-building activities;
• Employee recognition program for years of service

• Minimum 5 years of experience in a similar customer service or customer experience role (B2B preferred)
• Strong problem-solving and decision-making skills
• Ability to be self-sufficient
• Excellent communication skills, both written and verbal
• Proficiency with Microsoft Office
• Fluent in English (spoken and written);
  French is an asset but not required*
• Experience in a manufacturing environment (asset)
• Knowledge of steel doors and frames (asset)
• Experience with Microsoft AX or a similar ERP system (asset)
• High school diploma or GED equivalent

* Although communication will be in English with our US customers you may receive some communication in French from your colleagues based in Canada.

We want to know you!
Join the team DE LA FONTAINE!