Customer Experience Representative

CA10382-CANADA AIR LIQUIDE CANADA INC.; Burlington; On-site; CAD 55,000 - 60,000; Full time

Job summary

Air Liquide Canada is hiring a Customer Experience Center Representative in Burlington, ON to support orderly fulfillment for industrial gas customers. You will navigate Oracle ERP and Salesforce to process orders, coordinate with local operations, and ensure a high-quality, safety-conscious customer experience. The role requires 2–5 years of experience and a post-secondary diploma in Marketing or Sales, with strong English communication. Day shift, no weekends.

Qualifications

• Post-secondary diploma in Marketing or Sales (or related field).
• Experience with ERP and CRM systems (Oracle, Salesforce).
• Excellent written and oral English communication.
• 2–5 years of experience in a similar role.

Responsibilities

• Process diverse order types and manage full order lifecycle in ERP/CRM.
• Generate quotes using CPQ tools and convert to orders.
• Handle COP and exchange cylinder orders with attention to detail.
• Manage returns, DOA, and invoice inquiries.
• Navigate Oracle ERP and Salesforce to access customer data.

Skills

ERP systems

CRM systems

Oracle ERP

Salesforce

RingCentral

Google Suites

English communication

Customer service

Education

Marketing diploma

Sales diploma

Job description

How will you CONTRIBUTE and GROW?

At Air Liquide Canada, 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 a Customer Experience Representative Competitive compensation ($55,000 – $60,000) Location: Burlington, ON Collaborative work team Day shift (8:00 a.m. to 5:00 p.m.) and no weekends!

Job Summary

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.

Key Responsibilities

• Order Management: Create and Manage Gas & Hardgoods Orders: Process diverse order types including cylinder gases, liquids, and hardgoods. Manage the full order lifecycle: copying previous orders, splitting lines, applying rush fees, and canceling orders or order lines as needed. Navigate various external portals to retrieve orders and interact with customers.
• Quote Conversion: Utilize the CPQ (Configure, Price, Quote) tool to generate accurate quotes and Item Creation Requests (ICR); obtain third-party supplier pricing and convert finalized quotes into active sales orders.
• Specialized Process Handling: Execute complex regional workflows such as Customer Owned Product (COP) and exchange cylinder orders with meticulous attention to detail.
• Returns & Claims Management: Create return orders and maintain the RMA (Return Merchandise Authorization) tracking sheet. Initiate the Delegation of Authority (DOA) process to facilitate billing adjustments.
• Payment & Invoicing: Identify order holds, apply credit card payments, and provide copies of invoices. Direct invoice inquiries to the appropriate department based on account size (Small, Medium, or Large).
• Technical System Mastery – Oracle ERP Navigation: Demonstrate system mastery, navigating through cylinder balances, inventory availability, and customer account overviews. This necessitates a comprehensive command of the order entry module, ensuring the accurate utilization of all dynamic configuration options.
• Salesforce & CRM Excellence: Manage the case lifecycle by self-assigning, updating site contact information, and closing cases. Log all communications accurately to maintain a 360-degree customer view.
• Digital Tool Utilization: Use Servitrax to verify delivery completion, print delivery slips, look up barcodes, and leverage the BeConnected website to source Certificates of Conformance (CoC) or Safety Data Sheets (SDS) for customers.
• Communication & Quality Assurance – Inbound Connectivity: Maintain "Ready" status in RingCentral, achieving a minimum Service Level Agreement (SLA) score and execute well for call review evaluations through professional inquiry handling and active listening.
• Escalation & Problem Solving: Act as the first point of contact for emerging problems; resolve conflicts while building external trust with customers and internal trust with operational groups through open communication.
• Continuous Improvement: Participate in monthly call reviews, shadowing sessions, and feedback loops to refine industrial gas product knowledge and administrative efficiency.
• Information Resourcefulness: Maintain expert knowledge of internal "cheat sheets" such as transportation schedules and warehouse contacts.

Are you a MATCH?

Required Qualifications

• Education: Post-secondary diploma (College or University) in Marketing, Sales, or a related field (or equivalent experience).
• Specialized Knowledge: Experience with ERP and CRM systems (e.g., Oracle, Salesforce), RingCentral, and Google Suites.
• Skills/Language: Excellent written and oral communication skills in English are required.
• Experience: 2 to 5 years of experience in a similar position.
• Competencies: Strong time management, team collaboration, excellent communication, and interpersonal skills.

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.

A world leader in gases, technologies and services for Industry and Health. Through the passion and diversity of its people, Air Liquide leverages energy and environment transition, changes in healthcare and digitization, and delivers greater value to all its stakeholders.

Join us for a stimulating experience: you’ll find a world of learning and development opportunities where inventiveness is at the heart of what we do, in an open, collaborative and respectful environment. Discover what your professional journey at Air Liquide could be here!