Customer Experience Representative

How will you CONTRIBUTE and GROW?

The CEC rep main responsibility is to provide an excellent customer experience to the customers according to Air Liquide Canada’s 3C’s of Customer Service and work as a team member in the Customer Experience Centre. In this capacity, they are dedicated to respond to all customers inquiries (orders, general support, web requests, invoicing and technical) in order to promote and deliver sustainable and collaborative value.

At Air Liquide, we RESPECT, HONOR and VALUE diversity.

Air Liquide is Hiring for a Customer Experience Representative in Edmonton, AB!

We are looking for you !

Recruiter: Sophia Harris | ***email_hidden*** | (656) 263-5716 (Call/Text)

• Ensures excellent customer experience: Receives and processes customer orders directed to the CEC (phone, emails, fax, in, fax, myairliquide.ca etc). Listens actively to customers to answer all their inquiries (e.g. pricing, stock availability, order follow-up, RMA creation, technical advice etc.) in order to satisfy their needs. Performs contract review with customers. Records customer contact information (email, phone). Works with sales, logistics & supply chain and the administration team to satisfy ever-evolving customer needs. When applicable, processes equipment rental and repair requests. Perform simple quotes for customers and help the customer on any simple technical inquiries questions they might have.
• Is proactive in sales: Provides support to the local account executives for back-office activities. Proposes alternate (up-sell or substitution), complementary or new (cross-sell) products and evaluates new applications or opportunities in order to foster deep customer satisfaction and ensure sustainable success. Leverages sales promotions (national, regional or store) to nurture sales. Supports the portfolio’s nurturing of house accounts, new customers and sales to these customers.
• Coordinates logistics: Identifies and sells to the customer the shipping method (and ship from) that allows meeting customer requirements. Drives a meaningful commitment to commitments made to customers and ensures timely delivery. When applicable: Tracks pending/unbilled shipping orders in the system. Processes and confirms shipping orders. Communicates with logistics/dispatch for adequate replenishment of cylinders. Records incoming shipments and run back-order reports.
• Continuous Improvement of Process: Works with the team and multifunctional teams to continuously improve work processes. Follow processes and procedures. Identifies the causes of problems and proposes corrective measures.

• Education: Post-secondary diploma (College or University) in Marketing, Sales or a related field
• Specialized knowledge: Ring Central, Computer systems, Google Suites, ERP, CRM
• Skills: good written and oral communication in French and English; has working knowledge of welding processes and/or products.
• Experience: 2 to 5 years of experience in a call center environment

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.