Customer Experience Representative

1. Order Entry & Customer Support
  - Inbound & Outbound Communication: Handle high-volume inbound and outbound calls and emails from current and prospective customers. Manage the central customer email queue to provide accurate and timely responses.
  - Order Placement: Process customer orders for industrial, medical, and specialty gases, as well as welding hardgoods and consumables (e.g., electrodes, wires, grinding discs).
  - CPQ & Quotations: Generate detailed quotes utilizing internal CPQ (Configure, Price, Quote) systems. Review contracts for order desks and store chats, and perform simple quotes and basic technical support for customers.
  - Problem Resolution: Resolve and troubleshoot order discrepancies, delivery issues, or payment disputes. Escalate complex inquiries or unresolved issues to managers and Account Executives (AEs).
  - Backorder Tracking: Manage and track non-urgent or urgent cylinder backorders.

2. Sales & Administrative Enablement
  - Sales Support: Proactively assist Outside Sales and Account Executives with back-office activities, including stock checks, creating sales orders, setting pricing in Salesforce, and coordinating rush deliveries.
  - Proactive Sales Growth: Propose alternate (up-sell/substitution) or complementary (cross-sell) products, leverage national or regional promotions, and support the growth of house accounts and new customers.
  - Compliance & Dispatch: Deliver required certificates of compliance and analysis (MTR, Certs, MSDS, COFA) to industrial customers at the time of order fulfillment.
  - Administrative Maintenance: Follow up on backorders, preauthorized payments, and ongoing customer requests.
  - RMA & Credit Processing: Manage the Return of Goods (RMA) process and customer credit adjustments (BA), verifying correct return reasons and restocking policies.

3. Logistics Coordination
  - Determine the optimal shipping method and dispatch location to meet customer requirements while ensuring timely delivery.
  - Track pending or unbilled shipping orders, and process and confirm shipping orders.

4. Process & Continuous Improvement
  - Collaborate with multifunctional teams to continuously improve work processes and procedures.
  - Identify root causes of operational problems and propose effective corrective measures.

Education & Experience:

• 2 to 5 years of experience in industrial supply, customer service, or inside sales/order desk of welding and gas products.

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.