Customer Service Representative (Edmonton/ Calgary)

작업 내용

Company presentation

Air Liquide is part of the Air Liquide Group, the world leader in gases for industry, health and the environment, with over 50, 000 employees in 80 countries. Air Liquide Canada employs over 1,500 employees and is present in the country’s main industrial regions from coast to coast. Present in 16 main industries; (Aeronautics, Automotive, Beverages, Chemicals, Constructions, Craftsmen, Environment, Food, Metal Fabrication, Metals, Mining, Oil and Gas Pharmaceuticals and Biotechnology, Pulp and Paper, Renewable Energy and Research and Analysis) you can be sure that the work will always be plentiful.

Entity and activity description

A customer experience representative, or CER, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CERs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer Experience representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CERs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Missions and Responsibilities

• Ensures customer service: Identify and assess customers’ needs to achieve satisfaction, build sustainable relationships and trust with customer accounts through open and interactive communication, Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, receive and process customer orders (phone, email, fax). Perform and prepare contract reviews, quotations and standard tender requests to customers. Work with sales, logistics & supply chain and the administration team to satisfy ever-evolving customer needs
• Proactive in sales: Generate sales leads provide support to the local executives for back-office activities. Upselling and cross-selling products to existing customers. Leverages sales promotions to grow sales. Perform post-sale follow –up to ensure customer satisfaction. Takes part in the new development of new markets and applications by using pertinent methods and tools. Responsible for growing a portfolio of house accounts customers and sales to these customers. Responsible for meeting personal/customer service team sales targets and call handling quotas
• Coordinates logistics and participates to stores replenishments: identifies and sells to the customer the shipping method that allows meeting customer requirements.

Competencies and Profile

Absolute must haves:

• Knowledge of the gases/welding/industrial industry
• Proficient in Microsoft Office/ Google Suite
• Customer service/Sales experience/Phone experience

Additional Requirements:

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Additional information

Thank you for your interest. Please note that only applicants selected for an interview will be contacted. For more information on our company, visit us online at www.airliquide.ca or our career page at http://www.airliquide.ca/en/careers.html

*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 status.

**At Air Liquide all employees are required to disclose their COVID-19 vaccination status. Also as a condition of employment, all future employees will be required to be fully vaccinated against COVID -19 and to maintain such fully vaccinated status.

Job Types: Full-time, Permanent

Schedule:

• 8 hour shift

Experience:

• customer service: 2 years (preferred)