Customer Experience Representative

Air Liquide•Burlington, ON

24d•CA$55,000 - CA$60,000•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.
Strong time management, team collaboration, and interpersonal skills.
Familiarity with foundational office applications such as Google Suites.

Nice To Haves

Ideally 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 regional workflows such as Customer Owned Product (COP) orders with meticulous attention to detail.
Navigate Oracle ERP to review cylinder balances, check inventory availability, and consult customer account overviews to ensure accurate order entry.
Manage the customer case lifecycle in Salesforce by self-assigning cases, updating contact information, and logging all communications to maintain a 360-degree customer view.
Create return orders, manage the RMA tracking sheet, initiate the Delegation of Authority (DOA) process for billing adjustments, and address payment and invoicing inquiries.
Act as the first point of contact for customer escalations, fostering alignment and building trust with both internal operational teams and external clients through clear communication.
Maintain a strong working knowledge of internal resources, support Service Level Agreement (SLA) goals for inbound calls, and actively participate in feedback loops and shadowing sessions.