Customer Experience Representative

Air Liquide is hiring a Customer Experience Representative in Montreal, Canada. Level rates it ; you can apply on Air Liquide.

Level's read on this job

Little AI ●○○○ is how Level rates this role: aI is not part of the work.
Level classes it as a mid-level role.
Air Liquide has 1,100+ other open roles on Level.
Posted in the last few days.

AI in this role

How will you CONTRIBUTE and GROW?

We are committed to building a diverse and inclusive workplace that embraces the unique perspectives of our employees, our customers, patients, community stakeholders, and cultures across the world. We believe that a variety of backgrounds makes our team stronger and more innovative.

At Air Liquide, we RESPECT, HONOR and VALUE diversity.Air Liquide is Hiring for a Customer Experience Representative.

This position is located in Anjou.

Summary Job description : The Customer Experience Center Representative serves as the primary point of contact for industrial gas customers, ensuring seamless order fulfillment and service reliability. This role is responsible for navigating complex ERP systems to process orders, coordinate with local operations, and resolve immediate service inquiries. The goal is to provide a high-quality, safety-conscious customer experience while maintaining meticulous organizational standards.

Order Management :

Create and Manage Gas & Hardgoods Orders: Process diverse order types including cylinder gases, liquids, and hardgoods. Manage the full order lifecycle: copying previous orders, splitting lines, applying rush fees, and canceling orders or order lines as needed. Navigate various external portals to retrieve orders and interact with customers.
Quote Conversion: Utilize the CPQ (Configure, Price, Quote) tool to generate accurate quotes and Item Creation Requests (ICR); obtain third-party supplier pricing and convert finalized quotes into active sales orders.
Specialized Process Handling: Execute complex regional workflows such as Customer Owned Product (COP) and exchange cylinder orders with meticulous attention to detail.
Returns & Claims Management: Create return orders and maintain the RMA (Return Merchandise Authorization) tracking sheet. Initiate the Delegation of Authority (DOA) process to facilitate billing adjustments.

Payment & Invoicing: Identify order holds, apply credit card payments, and provide copies of invoices. Direct invoice inquiries to the appropriate department based on account size (Small, Medium, or Large).

Technical System Mastery :

Oracle ERP Navigation: Demonstrate system mastery, navigating through cylinder balances, inventory availability, and customer account overviews. This necessitates a comprehensive command of the order entry module, ensuring the accurate utilization of all dynamic configuration options.
Salesforce & CRM Excellence: Manage the case lifecycle by self-assigning, updating site contact information, and closing cases. Log all communications accurately to maintain a 360-degree customer view.
Digital Tool Utilization: Use Servitrax to verify delivery completion, print delivery slips, look up barcodes, and leverage the BeConnected website to source Certificates of Conformance (CoC) or Safety Data Sheets (SDS) for customers.

Communication & Quality Assurance :

Inbound Connectivity: Maintain "Ready" status in RingCentral, achieving a minimum Service Level Agreement (SLA) score and execute well for call review evaluations through professional inquiry handling and active listening.
Escalation & Problem Solving: Act as the first point of contact for emerging problems; resolve conflicts while building external trust with customers and internal trust with operational groups through open communication.
Continuous Improvement: Participate in monthly call reviews, shadowing sessions, and feedback loops to refine industrial gas product knowledge and administrative efficiency.
Information Resourcefulness: Maintain expert knowledge of internal "cheat sheets" such as transportation schedules and warehouse contacts.

___________________

Are you a MATCH?

REQUIRED EDUCATION & QUALIFICATIONS :

Education: Post-secondary diploma (College or University) in Marketing, Sales or a related field
Specialized knowledge: Experience with ERP and CRM systems (e.g., Oracle, Salesforce), RingCentral, and Google Suites
Skills/Language: Excellent written and oral communication skills in French and English are required
Experience: 2 to 5 years of experience in a similar position
Competencies: time management, team collaboration, excellent communication and interpersonal skills

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.

How we rate this

Customer Experience Representative at Air Liquide rates 37 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.