Supervisor, Customer experience Center (Temporary)

Air Liquide; Edmonton; On-site; CAD 85,000 - 110,000; Full time

Job summary

Air Liquide Canada seeks a proactive Supervisor to lead a team of Customer Experience Representatives (CERs) within the Customer Experience Center. You will coach staff, manage daily operations, and support the Sales team with pricing, orders, and campaigns.

You will analyze sales data with PowerBI, ensure service levels, and drive continuous improvement across regions while maintaining safety and quality standards. Strong leadership and cross-functional collaboration are essential.

Qualifications

• Bachelor's degree in Business, Administration or similar with experience in customer service or sales support.
• 5-7 years of relevant experience in customer service, inside sales, order desk, or supervisory role.
• Strong supervision and coaching background with process optimization.
• Hands-on with PowerBI, SAP, Salesforce and ISO Quality Systems.
• Proficient in Google Workspace or MS Office; excellent communication skills.

Responsibilities

• Lead and coach CERs to achieve KPIs and high customer experience.
• Manage daily operations of customer service and ensure timely responses.
• Support Sales team with pricing, product codes, credit, and discounts.
• Monitor quotes, tenders, and order processing to drive sales campaigns.
• Create and maintain sales analysis and PowerBI dashboards.
• Improve service levels and resolve customer complaints with corrective actions.
• Collaborate cross-functionally and promote the Customer Experience Center.

Skills

Leadership

Coaching

Customer service

PowerBI

Communication

Team motivation

Education

Bachelor's degree in Business/Administration

College diploma in Business/Office Administration

Tools

SAP

Salesforce

ISO Quality Systems

PowerBI dashboards

Google Workspace

Job description

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 achieving relevant KPIs. This role serves as the primary point of contact for complex escalations, technical issues, and special requests, serving as a mentor and operational leader within the Customer Experience Center (CEC). Contract End Date - December 31, 2027

1. Team Leadership, Coaching & Developmen t

Motivate, lead, and coach team members, ensuring each representative has the skills, training, and resources needed to operate autonomously.

Share performance objectives, conduct performance evaluations, and provide regular feedback on strengths and areas for development.

Create and execute targeted development initiatives and training programs for the team.

2. Operations & Customer Experience Management

Strategize, manage, and monitor daily activities of customer service operations, assisting staff with duties where required.

Establish process flows, procedures, and priority management to increase team efficiency and deliver value-added products and services.

Ensure the team handles customer enquiries in a timely, proper, and professional manner, obtaining a clear and precise understanding of customer requirements.

Serve as the primary escalation point for complex customer issues, technical challenges, and special requests.

3. Sales Support & Growth Execution

Monitor quotations, tender, and order processing to support the Sales team.

Assist the Sales team in managing pricing, product codes, credit, account receivables, and discount policies.

Push sales campaigns in conjunction with Marketing, supporting approved supplier promotions and in-house directives.

Proactively call existing and potential customers to identify and capitalize on sales opportunities and upsell whenever possible.

Ensure the team provides comprehensive support to Inside Sales Representatives and Account Executives.

4. Sales Analysis & Strategy

Create and maintain regular sales analysis and reporting, including PowerBI dashboards, as defined by the Head of IM Commercial.

Review sales reports indicating growth and trends to take corrective measures and assist the Sales team in formulating and implementing sales strategies.

5. Service Level, KPIs & Continuous Process Improvement

Analyze and monitor team service levels and customer service KPIs to deliver recommendations for enhanced customer satisfaction.

Ensure proper management and resolution of customer complaints, putting appropriate corrective and preventive measures in place.

Work collaboratively with multifunctional teams to continuously improve work processes, identify root causes of operational issues, and propose effective solutions.

6. Cross-Functional Collaboration & Relationship Building

Promote the Customer Experience Center within regions and departments, building and maintaining strong internal relationships across the organization.

Work alongside other Regional Supervisors to share best practices, industry developments, and operational know-how.

7. Quality & Safety Compliance

Actively promote Air Liquide Canada (ALC) safety objectives and adhere strictly to procedures set out in the ALC Quality Manual.

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Are you a MATCH?

Education: Bachelor's degree in Business, Administration, or a combination of relevant studies and experience; College diploma in Business, Office Administration, or Order Desk/Inside Sales with continuous improvement background.

Experience: 5-7 years of relevant experience in customer service, inside sales, order desk, or supervisory roles (preferably in cylinders, welding products, and industrial products).

Supervisory & Leadership Skills : Strong background in supervision, team coaching, and process flow optimization.

Technical & Systems Proficiency: Hands-on experience with PowerBI dashboard creation, SAP, Salesforce, and Quality Systems (ISO). Proficient in Google Workspace (Docs, Sheets) or MS Office (Word, Excel).

Communication & Interpersonal Skills: Excellent verbal and written communication skills with strong cross-functional relationship-building capabilities.

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