Customer Experience Representative

4 weeks ago

Quebec City, Canada Air Liquide Full time

**Company presentation**
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

**Entity and activity description**
Air Liquide’s ambition is to be a leader in its industry, deliver long term performance and contribute to sustainability - with a strong commitment to climate change and energy transition at the heart of its strategy. The company’s customer-centric transformation strategy aims at profitable, regular and responsible growth over the long term. It relies on operational excellence, selective investments, open innovation and a network organization implemented by the Group worldwide.

Through the commitment and inventiveness of its people, Air Liquide leverages energy and environment transition, changes in healthcare and digitization, and delivers greater value to all its stakeholders.

Air Liquide’s revenue amounted to more than 20 billion euros in 2020. Air Liquide is listed on the Euronext Paris stock exchange (compartment A) and belongs to the CAC 40, EURO STOXX 50 and FTSE4 Good indexes.

**Missions and Responsibilities**
The purpose of this position is to provide an excellent customer experience to customers according to Air Liquide Canada's 3C's of Customer Service and to work as a member of the Customer Experience Centre team. In this role, RECs are responsible for answering all customer inquiries and processing orders. They are also responsible for selling ALC products and services to existing and potential customers to promote and ensure profitable sales growth.

**This position offers the opportunity to work 2-3 days from home.**

**MAIN RESPONSIBILITIES**:
**1. Ensure an excellent customer experience**:

- Actively listens to customers to meet all their requests and needs.

**2. Is proactive in sales**:
**3. Coordinates logistics**:

- Tracks order status and ensures delivery deadlines are met; Follows up with customers after the sale;
- Works closely with sales, logistics, procurement and administration to ensure customer satisfaction and proper cylinder replenishment.

**4. Continuous Process Improvement**: Works with team and cross-functional teams to continuously improve work processes.

**5. Quality/Safety**: Knows ALMS policies and guidelines and follows them at all times. Acts in a safe manner

**Competencies and Profile** TRAINING & KNOWLEDGE**:

- Education: Post-secondary degree. Training in sales, administration or any other relevant field.
- Knowledge: Computer systems, Google Suites,
- Bilingual: Excellent oral and written communication skills in both French and English.
- Welding background: Working knowledge of welding processes and/or products (asset).
- Provide excellent customer service

**REQUIRED EXPERIENCE**:2-5 years** of experience in a call center or customer service environment.

**ESSENTIAL SKILLS**:

- Territory Management
- Sales skills / Product knowledge
- Interpersonal and leadership skills
- Technical Abilities
- Planning skills
- Team player

**Additional information**

Job Reference: CA06172

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