Senior Representative, Specialty Gases, Customer Solution Center

How will you CONTRIBUTE and GROW?

The purpose of this position is to provide optimized customer service to the Specialty Gases (SG) customers, across Canada, according to corporate requirements and specifications. The incumbent is responsible to provide technical support, understand customer needs, propose the right products, prepare quotations and sell Specialty gases to both existing and potential customers. Tracks orders proactively to make sure the product is delivered to customers in a timely manner. The incumbent will be based at the SG Customer Solution Center in Anjou.

1. Ensures customer service: Receives and processes customer inquiries/requests (phone, emails, fax, fax back, myairliquide.ca). Listens actively to customers to understand need and advises them on products, answers technical questions, and proposes products, prepares quotations and turns them into sales orders. Tracks orders to ensure timely delivery. Participates in customer service surveys. Works with sales, production, and logistic team to satisfy customer needs. Collaborates with administration team for credit applications, collection of accounts and other necessary administration needs. Ensures follow-up with National Sales coordinator for quotation information, costing and pricing. Works in conjunction with Regional Customer Service Centers or CCCs to address Spec Gas requests. Receives and processes RMA’s and customer complaints. When applicable, processes equipment rental and repair requests.

2. Is proactive in sales: Ensures achievement of sales targets, makes sure quotations are converted into sales. Works in collaboration with the Spec Gas team and cross functional teams to optimize sales process. Provides support to the local account executives and Regional Customer Service Centers for necessary back-office activities. Proposes alternate (up-sell or substitution), complementary or new (cross-sell) products and evaluates new applications or opportunities in order to increase customer satisfaction and improve transaction profitability. Leverages sales promotions to grow sales. Does post-sales follow-up to ensure customer satisfaction or communicates back to the relevant satellite for any post-sales follow-up. Takes part in the development of new markets and applications by using pertinent methods and tools. Is responsible for growing the portfolio of house accounts customers and sales to these customers.

3. Coordinates logistics: Works closely with the production and logistics teams to identify and coordinate efforts to maximize the order process from quoting to order taking to product shipment.

4. Continuous improvement: Works with his/her team as well as with cross-functional teams to continuously improve the SG work processes. Collaborates in developing tools to improve efficiency of SG activities to facilitate sales. Identifies the causes of problems, proposes and implements adapted corrective measures.

5. Quality / Safety: Actively promotes ALC safety culture and objectives. Knows and respects all procedures as indicated in ALC Quality Manual (ALMS). Makes sure the appropriate corrective and preventive measures are in place in order to answer customer complaints.

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Are you a MATCH?

• Diploma: College diploma in Administration or related field
• Knowledge: Computer systems, MS-Office, good written and oral communication skills in French and English in order to service clients in different regions of Canada; knowledge of industrial gases. Science and chemistry background is an asset

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.

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