Supervisor, Customer experience Center

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.

• 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…