Customer Experience Specialist

FIL Delivery is a rapidly growing leader in beverage supply chain solutions, specializing in the warehousing, picking, packing, and delivery of premium craft beer, wine, and spirits throughout Southern Ontario.

We are committed to fostering a safe, engaging, and supportive workplace where our employees are empowered and motivated to deliver exceptional customer experiences. By leveraging innovative technology, we continuously enhance the delivery process for our clients and their customers, setting the standard for excellence in our industry.

Join us and be part of a team that values growth, innovation, and outstanding service.

Location: 202-2727 Meadowpine Blvd, Mississauga, ON L5N 0E2 (Onsite)
Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m.

Role:

The Customer Experience Specialist is the primary point of contact for customers from order entry through fulfillment, resolving questions and concerns with urgency, care, and a solution-focused approach.

This role suits someone who takes ownership of the customer experience, collaborates proactively across teams, and uses both technology and customer insights to continuously improve service.

Benefits:

• Dental care
• Vision care
• Extended health care
• On-site parking
• Opportunities for professional growth and development.
• Business-casual attire – comfortable yet professional
• Employee perks and discount program

Key Responsibilities:

• Serve as the primary point of contact for customers.

• Respond to all customer communication (phone, email) with a sense of urgency.

• Build strong relationships with customers, understand their products and service needs, and continuously improve their service experience.

• Guide and process customer orders and inquiries in a fast-paced, professional environment.

• Handle customer complaints by providing operationally viable solutions.

• Manage risks by adhering to compliance routines, processes, and controls.

• Collaborate with Warehouse, Fleet, Brokerage, Account Management, and other internal teams to support order accuracy, on-time delivery, and clear handoffs.

• Use Pylon and other business systems consistently to manage cases, document customer interactions, and identify recurring issues or service trends.

• Work collaboratively and professionally with the Customer Experience team to build a culture of service excellence.

• Maintain excellent punctuality and attendance.

• Own customer cases from intake through resolution, ensuring timely follow-up, accurate documentation, and clear next steps.

• Prioritize cases based on urgency, customer impact, and established service levels.

• Proactively communicate delays, exceptions, and next steps to keep customers informed.

What we are looking for:

• 2+ years of customer service experience.

• Exceptional communication and problem-solving skills.

• Experience using Microsoft Office (intermediate Excel skills preferred).

• Ability to work well under pressure in a fast-paced environment.

• Adaptable to changing priorities and processes.

Preferred / Asset:

• Experience with case management systems.

• Past experience in a similar industry (supply chain, logistics, etc.).

FIL Delivery Inc. is committed to providing equal workplace opportunities and an inclusive environment for all candidates and current employees. We support barrier-free and accessible employment practices. Should you require an accommodation (including, but not limited to, the application process or interview location) during the hiring process, please notify us if you are contacted to proceed in the recruitment process.

Use of Artificial Intelligence: We may use artificial intelligence (AI) tools to help screen, assess, or evaluate applicants for this role. These tools assist our hiring team, but all final hiring decisions are made by our hiring managers.