Customer Experience Center Representative

How will you CONTRIBUTE and GROW?

Contributes to Medical Gas Sales objectives by servicing existing accounts to meet or exceed customer’s expectations, by identifying new sales opportunities, and by performing Medical Gas ordering; while promoting Air Liquide’s safety and quality practices.

Being bilingual will be considered a requirement for this role, as the successful incumbent will be supporting both English and French speaking customers.

• Converts inquiries into sales by answering inbound telephone calls or via emails; taking and inputting orders; explaining the advantages of new and existing products and services; and promoting product lines by suggesting related products.
• Answers all medical gas and clinical calls that are filtered through the Customer Service call center application.
• Provides Customer Service by identifying and understanding the customer’s needs.
• Receives customer complaints; reporting incidents that involve clients and adverse events, following the incident reporting process.
• Provides solutions and involves sales representatives or technical teams when required.
• Maintains customer relations by following-up to ensure customer’s expectations or requirements were met or exceeded.
• Actively participates in continuously, regimented biweekly training on new and existing Medical Gas and clinical products in order to stay current and informed on all customer inquiries, problems and orders.
• Ensures that all calls and orders are placed on time as per cut off schedules based on a provincial time shift and are accurately maintained.
• Compiles and completes Fax, EDI and emailed orders making sure they’re processed and confirmed for customers accurately and on a timely basis.
• Support logistics and communicate accordingly with customers.
• Answers product specifications and operational safety questions.
• Issues return authorizations on clinical products; supports distribution and communicates accordingly with customers.
• Required to work in accordance with a maintained schedule respecting national coverage.
• Prepares quotations for sales reps and customers for all gas and clinical products as required
• Work with sales, logistics & supply chain and the administration team to satisfy ever-evolving customer needs and complaints. (Delivery disputes, ETA’s, pricing disputes, new product request, New account request, change of address)
• Initiate credit requests as per process when a billing error is identified.
• Other duties as required

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Are you a MATCH?

• Bilingualism in English and French is essential
• High School Diploma or College certificate
• Equivalent combination of education and experience in customer service Exposure to sales and experience interacting with sales personnel preferred.
• Proficient in Google Enterprise.
• Knowledge of computer operating systems (specifically order entry components) would be an asset.
• 2- 3 years of experience in Customer Service

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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