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Air Liquide

Customer Experience Representative

Montreal, QC, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Experience: Experience: 2 to 5 years of experience in a similar position
Posting language: English
Posted: Nov 5, 2026

Original job description

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.

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More about this job

Responsibilities

The Customer Experience Representative serves as the primary point of contact for industrial gas customers, managing the full order lifecycle and resolving service inquiries. They are responsible for navigating ERP and CRM systems to process orders, handle returns, and maintain accurate customer account information.

Requirements

Candidates must possess a post-secondary diploma in Marketing, Sales, or a related field along with 2 to 5 years of relevant experience. Proficiency in ERP and CRM systems, such as Oracle and Salesforce, as well as bilingual communication skills in French and English are required.

Skills

Order Management
ERP Systems
CRM Systems
Oracle
Salesforce
Customer Service
Communication
Time Management
Problem Solving
Data Entry
Invoicing
Technical Support
Conflict Resolution
Active Listening
Inventory Management

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Order Fulfillment
ERP
CRM
Oracle
Salesforce
CPQ
Industrial Gas
Logistics
Inventory
Invoicing
RMA
Servitrax
RingCentral
Google Suites
Communication
Time Management
Data Accuracy
Conflict Resolution
Safety Standards

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