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Customer Experience Representative
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Education: Post-secondary diploma (College or University) in Marketing, Sales, or a related field (or equivalent experience).
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Air Liquide

Customer Experience Representative

Burlington, ON, Canada

Competitive compensation ($55,000 – $60,000) · Full-time

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Job details

Pay: Competitive compensation ($55,000 – $60,000)
Job type: Full-time
Experience: Experience: 2 to 5 years of experience in a similar position.
Posting language: English
Posted: Nov 6, 2026

Original job description

How will you CONTRIBUTE and GROW?

At Air Liquide Canada, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

Air Liquide is Hiring for a Customer Experience Representative

Competitive compensation ($55,000 – $60,000)
Location: Burlington, ON
Collaborative work team
Day shift (8:00 a.m. to 5:00 p.m.) and no weekends!

Job Summary

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.

Key Responsibilities

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 Qualifications

Education: Post-secondary diploma (College or University) in Marketing, Sales, or a related field (or equivalent experience).
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 English are required.
Experience: 2 to 5 years of experience in a similar position.
Competencies: Strong 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 acts as the primary point of contact for industrial gas customers, managing the full order lifecycle and service inquiries. They are responsible for navigating ERP and CRM systems to process orders, handle returns, and ensure high-quality service reliability.

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 like Oracle and Salesforce, as well as strong communication skills, is required.

Skills

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

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Order Fulfillment
ERP
CRM
Oracle
Salesforce
Industrial Gas
CPQ
RMA
Invoicing
RingCentral
Google Suites
Servitrax
Safety Data Sheets
Certificates of Conformance
Order Lifecycle
Quote Conversion
Administrative Efficiency
Logistics
Retail

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