Customer Experience Representative (Contract)

Air Liquide • Burlington, ON

6d • Onsite

About The Position

The Customer Experience Center Representative serves as the primary point of contact for industrial gas customers, supporting seamless order fulfillment and service reliability. This role focuses on navigating complex ERP systems to process orders, coordinate with local operations, and address and support immediate service needs. The goal is to provide a high-quality, safety-conscious customer experience while upholding strong organizational standards.

Requirements

• Post-secondary diploma (College or University) in Marketing, Sales, or a related field (or equivalent experience).
• Effective written and oral communication skills in English.
• Time management, team collaboration, and strong interpersonal skills.
• Familiarity with foundational office applications such as Google Suites.

Nice To Haves

• 2 to 5 years of experience in a similar position.
• Familiarity with, or readiness to learn, ERP and CRM systems (such as Oracle or Salesforce) and communication platforms like RingCentral.

Responsibilities

• Process diverse order types including cylinder gases, liquids, and hardgoods, managing the full order lifecycle from creation to interacting with customers through various external portals.
• Utilize the CPQ tool to generate accurate quotes, convert them into active sales orders, and manage and support regional workflows such as Customer Owned Product (COP) orders with meticulous attention to detail.
• Develop proficiency and demonstrate strong navigation through cylinder balances, inventory availability, and customer account overviews, supporting the accurate utilization of the order entry module.
• Manage the customer case lifecycle by self-assigning, updating contact information, and logging all communications accurately to maintain a holistic, 360-degree customer view.
• Create return orders, manage the RMA tracking sheet, initiate the Delegation of Authority (DOA) process for billing adjustments, and support payment and invoicing inquiries.
• Act as the first point of contact for emerging needs; build alignment and foster understanding while building external trust with customers and internal trust with operational groups through open communication.
• Maintain a strong working knowledge of internal resources, actively support our Service Level Agreement (SLA) goals for inbound calls, and participate in feedback loops and shadowing sessions to refine product knowledge.

Benefits

• Competitive compensation ($55,000 – $60,000)
• Collaborative work team
• Day shift (8:00 a.m. to 5:00 p.m.) and no weekends!
• A world of learning and development opportunities where inventiveness is at the heart of what we do, in an open, collaborative and respectful environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree