Job Title: Client Experience Specialist (Inside Sales)
Location: Calgary, AB (on-site)
Reports to: Chief Revenue Officer
At OSP, we deliver high-quality chemical blending and distribution solutions to industrial clients across North America. We're seeking a strategic Client Experience Specialist to elevate our client relationships beyond order fulfillment. The priority for this position will be to ensure that client purchase orders are entered into the system accurately and in a timely manner and that all standards are followed to ensure client instructions are followed accurately. 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. The Client Experience Representative is expected to become independently knowledgeable about a broad range of our products and capable of selling the benefits to our customers.
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!
Key Responsibilities
- Own the full order lifecycle by accurately processing and confirming orders, managing pricing and shipping details, resolving exceptions, and providing proactive after-sales support to exceed client expectations.
- Complete shipping and compliance paperwork (e.g., regulatory paperwork for US/Canada) while partnering with Operations to ensure on-time delivery and smooth execution.
- Handle inbound sales inquiries and client inquiries.
- Maintain accurate inventory visibility and support cross-functional teams to optimize stock levels and manufacturing needs.
- Resolve order-related issues (delays, credits, and returns).
- Provide overall sales support to the outside sales team. Provide tailored quotes in Sage.
- 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.
- Drive client retention and expansion by identifying upsell/cross-selling opportunities and collaborating with leadership on pricing strategies. Actively sell and grow an existing account base.
- Become a brand ambassador with a comprehensive knowledge of our products and specifications.
- Deliver sales analytics, forecasting, and trend analysis to support organization-wide decision-making and identify growth opportunities.
- Monitor client satisfaction metrics and implement improvements to set industry-leading service benchmarks.
Measures of Success
- Accurate, timely order processing with minimal exceptions.
- High client satisfaction scores leading to repeat business and organic growth.
- Achieved revenue targets through account expansion and retention.
- Actionable insights from sales analytics that inform business strategy.
Principal Tools & Resources
- Sage 300 (ERP), HubSpot CRM, Microsoft Office suite.
Qualifications & Experience
- 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.
- Proficiency in CRM/ERP systems (HubSpot and Sage 300 experience is a strong asset); high comfort with data analysis and Microsoft Office.
- Detail-oriented with excellent organizational skills; proactive problem-solver who thrives in a fast-paced environment.
- 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.
What We Offer
- Competitive salary + performance incentives.
- Comprehensive benefits package, professional development opportunities.
- Collaborative team in a stable, growing company serving essential industries.
If you're passionate about client success and ready to make a real impact, apply today!
Pay: $70,000.00-$85,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Application question(s):
- Are you eligible to work in Canada?
- Do you have at least 5 years’ client facing experience?
- Do you have at least 2 years’ experience using a CRM tool?
Work Location: In person
