Customer Experience Center Lead: Coaching, Ops & Growth

Balazs; Edmonton; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

Air Liquide Canada’s Customer Experience Center in Edmonton invites a dynamic Supervisor to lead, coach and manage a team of Customer Experience Representatives. You will drive performance against 3C's of Customer Service, handle complex escalations, and mentor staff to deliver exceptional outcomes.

You will collaborate with Sales and Marketing, monitor KPIs with PowerBI, oversee quotations and orders, ensure safety and quality, and promote a strong internal network across regions.

Qualifications

• Bachelor's degree in Business or related field, or equivalent experience.
• 5–7 years in customer service or supervisory roles in industrial products.
• Experience with PowerBI dashboards, SAP, Salesforce, ISO quality systems.

Responsibilities

• Lead, coach, and manage CER team to meet KPIs.
• Oversee daily customer service operations and escalate issues.
• Support sales with quotations and order processing.
• Perform sales analysis and create PowerBI dashboards.
• Monitor service levels and drive continuous improvement.
• Collaborate across regions and departments.
• Promote safety and comply with quality procedures.

Skills

PowerBI

SAP

Salesforce

ISO Quality Systems

Google Workspace

MS Office

Leadership

Communication

Education

Bachelor's degree in Business/Administration

College diploma in Business/Office Administration

Tools

PowerBI

Google Workspace

MS Excel

Job description

Air Liquide Canada’s Customer Experience Center in Edmonton invites a dynamic Supervisor to lead, coach and manage a team of Customer Experience Representatives. You will drive performance against 3C's of Customer Service, handle complex escalations, and mentor staff to deliver exceptional outcomes.

You will collaborate with Sales and Marketing, monitor KPIs with PowerBI, oversee quotations and orders, ensure safety and quality, and promote a strong internal network across regions.