Customer Experience Center Supervisor

About the role

Air Liquide Canada is looking for a Supervisor for its Customer Experience Center in Edmonton. The role leads, coaches and manages a team of Customer Experience Representatives (CERs) to achieve operational and sales excellence, following the company's 3C's of Customer Service. It also acts as the main point of contact for complex escalations, technical issues and special requests.

Key responsibilities

• Motivate, coach and develop team members, set performance objectives, evaluate performance and run training programs.
• Manage daily customer service operations, set processes and procedures, and ensure enquiries are handled promptly and professionally.
• Act as the primary escalation point for complex customer issues and technical challenges.
• Support the Sales team by monitoring quotations, tenders and orders, helping with pricing, product codes, credit, account receivables and discounts, and running sales campaigns with Marketing.
• Proactively call existing and potential customers to identify and capture sales opportunities and upsell.
• Create and maintain regular sales analysis and reporting, including PowerBI dashboards, and review trends to help shape sales strategy.
• Monitor service levels and KPIs, resolve customer complaints and work with other teams to improve processes.
• Promote the center internally, share best practices with other regional supervisors, and follow Air Liquide Canada's quality and safety procedures.

Required profile

• Bachelor's degree in Business, Administration or a combination of relevant studies and experience; or a college diploma in Business, Office Administration or Order Desk/Inside Sales with a continuous improvement background.
• 5-7 years of relevant experience in customer service, inside sales, order desk or supervisory roles, preferably in cylinders, welding products and industrial products.
• Strong background in supervision, team coaching and process flow optimization.
• Excellent verbal and written communication and cross-functional relationship-building skills.

Required skills

• Hands-on experience creating PowerBI dashboards
• SAP, Salesforce and ISO quality systems
• Google Workspace or MS Office (Word, Excel)