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How will you CONTRIBUTE and GROW?

The primary purpose of this position is to lead, coach, and manage a successful team of Customer Experience Representatives (CERs) in achieving operational and sales excellence. The Supervisor is responsible for driving team performance according to Air Liquide Canada's 3C's of Customer Service, promoting profitable sales growth through effective team management, and ensuring the highest level of customer experience delivery by delivering on relevant KPI’S. This role acts as the primary point of contact for complex escalations, technical issues, and special requests, serving as a mentor and operational leader within the CEC.

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.

Recruiter: Deepika Chawla / deepika.chawla@airliquide.com / 780-239-7391

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. Analyze and monitor team service level and customer service KPIs to provide recommendations for customer satisfaction. Shall also ensure proper management of customer complaints.

Manages Customer Experience Center activities: Strategizing and monitoring daily activities of customer service operation. Assisting customer service staff with duties where required. Establishes various process flows and procedures and manages priorities for the team and their activities to increase their efficiency and makes improvements as required to create and deliver value added products and services to customers. Ensures the team communicates with internal/external customers in order to obtain clear and precise understanding of their requirements. Works in collaboration with the Sales Manager to optimize sales and customer satisfaction. Ensures team provides support to Inside Sales Representatives and Account Executives.

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. Provides specific feedback on their strengths and weaknesses on a regular basis and creates and executes development initiatives and training needed for the team. Keeps informed about industry developments and shares his/her experience and know-how.

Develops internal relationships: Promotes the Customer Experience Center within the regions and other departments. Builds and maintains relationships inside the MF organization. work alongside other Regional Supervisors for Best Practices and CX.

Coordinates sales and price management activities with Network Sales Manager: Works in collaboration with Network Sales Manager to push the sales campaigns in conjunction with the Marketing team 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.

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. Make sure the appropriate corrective and preventive measures are in place in order to answer customer complaints.

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Are you a MATCH?

Diploma: Bachelor degree or combination of studies and experience in cylinders, welding products and industrial products. Experience in supervising call center preferred.

Experience: 5 years of relevant experience

Knowledge: Oracle, Quality System (ISO), Proficiency in Google (Docs, Sheets) or MS Office (Word, Excel) applications, very good verbal and written communication skills, in English and French.

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.