Customer Experience Representative (Contract)

How will you CONTRIBUTE and GROW?At Air Liquide, 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 an Customer Experience Representative in Burlington, ON!We are looking for you!

• Competitive compensation ($55,000 – $60,000)

• Contract position

• Collaborative work team

• Day shift (8:00 a.m. to 5:00 p.m.) and no weekends!

Recruiter: Gina Kim | [email protected] | (424) 241-2293

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.

• Create and Manage Orders: Process diverse order types including cylinder gases, liquids, and hardgoods, managing the full order lifecycle from creation to interacting with customers through various external portals.
• Quote Conversion & Specialized Processing: Utilize the CPQ tool to generate accurate quotes, convert them into active sales orders, and manage and support regional workflows such as Customer Owned Product (COP) orders with meticulous attention to detail.
• Oracle ERP Navigation: Develop proficiency and demonstrate strong navigation through cylinder balances, inventory availability, and customer account overviews, supporting the accurate utilization of the order entry module.
• Salesforce & CRM Excellence: Manage the customer case lifecycle by self-assigning, updating contact information, and logging all communications accurately to maintain a holistic, 360-degree customer view.
• Returns & Invoicing: Create return orders, manage the RMA tracking sheet, initiate the Delegation of Authority (DOA) process for billing adjustments, and support payment and invoicing inquiries.
• Escalation & Problem Solving: Act as the first point of contact for emerging needs; build alignment and foster understanding while building external trust with customers and internal trust with operational groups through open communication.
• Inbound Connectivity & Continuous Growth: Maintain a strong working knowledge of internal resources, actively support our Service Level Agreement (SLA) goals for inbound calls, and participate in feedback loops and shadowing sessions to refine product knowledge.

___________________Are you a MATCH?

Required Qualifications:

• Education: Post-secondary diploma (College or University) in Marketing, Sales, or a related field (or equivalent experience).
• Skills/Language: Effective written and oral communication skills in English.
• Competencies: Time management, team collaboration, and strong interpersonal skills.
• General Technology: Familiarity with foundational office applications such as Google Suites.

Preferred Qualifications:

• Experience: Ideally, you bring 2 to 5 years of experience in a similar position.
• Specialized Knowledge: Familiarity with, or readiness to learn, ERP and CRM systems (such as Oracle or Salesforce) and communication platforms like RingCentral.

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.