Customer Experience Representative (Contract)

VitalAire Canada Inc.; Burlington; On-site; CAD 55,000 - 60,000; Full time

Job summary

Air Liquide in Burlington, ON is hiring a Customer Experience Center Representative to be the primary contact for industrial gas customers, driving accurate orders and reliable service. You will navigate Oracle ERP and Salesforce, generate quotes with CPQ, process COP orders, manage RMA, DOA, and handle billing inquiries while maintaining a 360-degree customer view.

The role emphasizes teamwork, English communication, and use of Google Suites; typical hours are 8:00 a.m.

Qualifications

• Post-secondary diploma in Marketing, Sales or 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.

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 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 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 internal teams and external clients through clear communication.
• Maintain strong knowledge of internal resources, SLA goals for inbound calls, and participate in feedback/shadowing sessions.

Skills

Communication skills

Time management

Team collaboration

Interpersonal skills

Google Suites

Education

Marketing/Sales diploma

Tools

Oracle ERP

Salesforce

RingCentral

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 Representative in Burlington, ON! Competitive compensation ($55,000 – $60,000) Contract position 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

• 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.

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 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!