Customer Experience Manager

4 days ago

Montréal, 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 FTSE4Good indexes

**Missions and Responsibilities**
The main object and purpose of this position is to ensure an excellent customer experience through the Customer Experience Centers (CECs) and their representatives. The incumbent is responsible for the hiring, development and coaching of the Customer Experience Representatives, promoting ALC’s safety and quality objectives. In addition the incumbent shall guarantee the adequate support of sales growth and profits for the regions in accordance with the corporate sales plan.

**KEY RESPONSIBILITIES**
- **Service Level and Sales**: Provides support to the Customer Experience Representatives so that they can offer excellent customer service and upsell whenever possible, ensuring the implementation and respect of corporate sales procedures, credit, pricing, account receivable and discount policies. Shall also ensure proper management of customer complaints.
- **Coordinates sales and price management activities with Network Sales Manager**:Works in collaboration with Network Sales Manager to determine and implement the targets for regional sales that align with corporate objectives. Reviews sales reports, identifies non-profitable accounts and makes the necessary pricing or supply corrections. Develops sales campaigns and supports approved sales promotions from suppliers and in-house directives. Reviews sales reports indicating sales growth, trends and other information, in order to take appropriate corrective measures.
- **Coordinates Customer Experience activities**:Ensures adequate customer service to all that contact the customer experience centre. Provides support to Account Executives and Satellites’ inside sales representatives.
- **Provides coaching and development of the team**: Motivates and helps each person in the Customer Experience Centre by making sure that each member has the skills, training and resources needed to operate autonomously. Shares the objectives to be attained and takes the necessary measures to ensure their execution fulfillment. Proceeds to performance evaluations of team members. Keeps informed about industry developments and shares his/her experience and know-how.
- **Process improvement**:Works with his/her team as well as with multifunctional teams to continuously improve the work process. Continuously monitors and analyzes the functioning of the activity, identifies causes of problems and proposes corrective measures accordingly.
- **Quality / Safety**:Actively promotes ALC safety objectives. Knows and respects all procedures as indicated in ALC Quality Manual. Makes sure the appropriate corrective and preventive measures are in place in order to answer customer complaints.

**Competencies and Profile**
- **Diploma**: Bachelor degree or combination of studies and experience in cylinders, welding products and industrial products. Experience in supervising call center prefered.
- **Training**: Quality System (ISO)
- **Knowledge**: computer systems, Google Suites, written and oral communication skills, organizational skills, bilingualism required (French/English)
- **Experience**: 5 years related experience

**Additional information**

Air Liquide Canada adheres to an employment equity program and strives to create a stimulating and open workplace that fosters fairness, respect and diversity.

At Air Liquide, we value the health and safety of our customers, patients and employees. As such, we strongly encourage everyone to get vaccinated against COVID-19 and all future employees will be required to be fully vaccinated against COVID-19 and to maintain such fully vaccinated

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