Customer experience representative

How will you CONTRIBUTE and GROW?

We are seeking a highly organized, customer-centric professional with previous industrial supply order desk experience and superior attention to detail to join our fast-paced Edmonton team. This role serves as a primary contact for our customers and sales support network, ensuring a positive brand experience while maintaining high operational and administrative standards.

The main responsibility of the CEC representative is to provide an excellent customer experience in accordance with Air Liquide Canada’s 3Cs of Customer Service and to work collaboratively within the Customer Experience Centre. In this capacity, the representative is responsible for responding to all customer inquiries - including orders, general support, web requests, invoicing, and technical issues - to promote and deliver profitable sales growth.

1. Order Entry & Customer Support
  - Inbound & Outbound Communication: Handle high-volume inbound and outbound calls and emails from current and prospective customers. Manage the central customer email queue to provide accurate and timely responses.
  - Order Placement: Process customer orders for industrial, medical, and specialty gases, as well as welding hardgoods and consumables (e.g., electrodes, wires, grinding discs).
  - CPQ & Quotations: Generate detailed quotes utilizing internal CPQ (Configure, Price, Quote) systems. Review contracts for order desks and store chats, and perform simple quotes and basic technical support for customers.
  - Problem Resolution: Resolve and troubleshoot order discrepancies, delivery issues, or payment disputes. Escalate complex inquiries or unresolved issues to managers and Account Executives (AEs).
  - Backorder Tracking: Manage and track non-urgent or urgent cylinder backorders.

2. Sales & Administrative Enablement
  - Sales Support: Proactively assist Outside Sales and Account Executives with back-office activities, including stock checks, creating sales orders, setting pricing in Salesforce, and coordinating rush deliveries.
  - Proactive Sales Growth: Propose alternate (up-sell/substitution) or complementary (cross-sell) products, leverage national or regional promotions, and support the growth of house accounts and new customers.
  - Compliance & Dispatch: Deliver required certificates of compliance and analysis (MTR, Certs, MSDS, COFA) to industrial customers at the time of order fulfillment.
  - Administrative Maintenance: Follow up on backorders, preauthorized payments, and ongoing customer requests.
  - RMA & Credit Processing: Manage the Return of Goods (RMA) process and customer credit adjustments (BA), verifying correct return reasons and restocking policies.

3. Logistics Coordination
  - Determine the optimal shipping method and dispatch location to meet customer requirements while ensuring timely delivery.
  - Track pending or unbilled shipping orders, and process and confirm shipping orders.

4. Process & Continuous Improvement
  - Collaborate with multifunctional teams to continuously improve work processes and procedures.
  - Identify root causes of operational problems and propose effective corrective measures.

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Are you a MATCH?

Education & Experience:

• 2 to 5 years of experience in industrial supply, customer service, or inside sales/order desk of welding and gas products.

Skills & Knowledge:

• Good written and oral communication skills in English

• Working knowledge of welding processes and/or products

• Technical proficiency in SAP, CPQ, Salesforce, and Google Workspace is an asset; overall strong computer skills

Key Attributes:

• Superior attention to detail is mandatory

• Positive attitude and a strong team player

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.