Supervisor, Customer experience Center

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). 1. Team Leadership, Coaching & Development 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. ___________________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 innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.