Customer Experience Representative

Air Liquide; Burlington; On-site; CAD 55,000 - 60,000; Full time

Job summary

Air Liquide Burlington is hiring a Customer Experience Center Representative to support seamless order fulfillment and service reliability. You'll navigate Oracle ERP, manage COP orders, and coordinate with local operations to address urgent service needs.

The role requires a post-secondary diploma in a related field, excellent English communication, and familiarity with ERP and CRM systems. This is a day-shift, on-site position with no weekends, offering competitive pay.

Qualifications

• Post-secondary diploma in Marketing, Sales or related field or equivalent experience.
• Strong written and verbal communication in English.
• Experience with ERP/CRM systems is a plus.

Responsibilities

• Process diverse order types from creation to customer interaction via portals.
• Use CPQ to generate quotes and convert to sales orders.
• Navigate Oracle ERP to check inventory and balances for accurate entry.
• Manage cases in Salesforce and update contacts to maintain 360° view.
• Handle returns, DOA billing adjustments, and invoicing inquiries.
• Serve as first point of contact for escalations with clear internal/external communication.
• Maintain SLA knowledge and participate in feedback/shadowing sessions.

Skills

Effective written and oral English

Time management

Team collaboration

Interpersonal skills

Education

Post-secondary diploma in Marketing, Sales, or related field

Tools

Google Suites

Oracle ERP

Salesforce CRM

Job description

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 a Customer Experience RepresentativeCompetitive compensation ($55,000 – $60,000)Location: Burlington, ONCollaborative work teamDay 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: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.Utilize the CPQ tool to generate accurate quotes, convert them into active sales orders, and manage regional workflows such as Customer Owned Product (COP) orders with meticulous attention to detail.Navigate Oracle ERP to review cylinder balances, check inventory availability, and consult customer account overviews to ensure accurate order entry.Manage the customer case lifecycle in Salesforce by self-assigning cases, updating contact information, and logging all communications to maintain a 360-degree customer view.Create return orders, manage the RMA tracking sheet, initiate the Delegation of Authority (DOA) process for billing adjustments, and address payment and invoicing inquiries.Act as the first point of contact for customer escalations, fostering alignment and building trust with both internal operational teams and external clients through clear communication.Maintain a strong working knowledge of internal resources, support Service Level Agreement (SLA) goals for inbound calls, and actively participate in feedback loops and shadowing sessions.___________________Are you a MATCH?Required Qualifications:Post-secondary diploma (College or University) in Marketing, Sales, or a related field (or equivalent experience).Effective written and oral communication skills in English.Strong time management, team collaboration, and interpersonal skills.Familiarity with foundational office applications such as Google Suites.Preferred Qualifications:Ideally 2 to 5 years of experience in a similar position.Familiarity with, or readiness to learn, ERP and CRM systems (such as Oracle or Salesforce) and communication platforms like RingCentral.Our Differences make our PerformanceAt 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.