Customer experience representative

Air Liquide • Edmonton, AB

11d • Onsite

About The Position

Air Liquide is hiring for a Customer Experience Representative. This position is located in Edmonton. The Customer Experience Center (CEC) representative's main responsibility is to provide an excellent customer experience to 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, he/she is responsible to respond to all customers inquiries (orders, general support, web requests, invoicing and technical) in order to promote and deliver profitable sales growth.

Requirements

• Post-secondary diploma (College or University) in Marketing, Sales or a related field
• Ring Central, Computer systems, Google Suites, ERP, CRM
• 2 to 5 years of experience in a call center environment

Responsibilities

• 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 he 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 increase customer satisfaction and improve transaction profitability. Leverages sales promotions (national, regional or store) to grow sales. Supports the portfolio’s growth 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. Takes ownership of 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 his/her team and multifunctional teams to continuously improve work processes. Follow processes and procedures. Identifies the causes of problems and proposes corrective measures.

What This Job Offers

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