Customer Service Manager – East Region

Job title:

Customer Service Manager – East Region

Company

Air Liquide

Job description

How will you CONTRIBUTE and GROW?The main object and purpose of this position is to ensure an excellent customer experience through the Customer Experience Center (CEC) and their representatives. The incumbent ensures efficient management of the team to meet objectives and customer satisfaction, in alignment with ALC’s corporate vision and strategic objectives. In addition the incumbent demonstrates strong abilities to maximize and leverage relationships as well as maintain fluid communication between the various stakeholders, while promoting ALC’s quality and safety objectives. This position requires to participate in the success of the Speciality gas sales and profits growth on a national basis, as well as manage the Customer Experience Center in the Eastern Region.KEY RESPONSIBILITIESParticipates in strategic planning: Works in close collaboration with SG National Manager and Sales Managers to establish and implement the SG growth strategy, customer service KPIs for SG and Industrial CX teams. Generates and analyzes reports indicating sales growth, trends, flags issues and provides recommendations for corrective measures to ensure sales and customer satisfaction objectives are met. Assess, improve and implement new processes for his/her team in collaboration with other departments.Service Level and Sales: Provides support to the Customer Experience Representatives so that they can offer excellent customer service and upsell whenever possible, ensuring the implementation and respect of corporate sales procedures, credit, pricing, account receivable and discount policies. Analyze and monitor team service level and customer service KPIs to provide recommendations for customer satisfaction. Shall also ensure proper management of customer complaints.Manages Customer Experience Center activities: Establishes various process flows and procedures, manages priorities for the team, their activities to increase their efficiency, makes improvements as required to create and deliver value added products and services to customers. Ensures the SG CSC and CEC teams communicate with internal/external customers in order to obtain clear and precise understanding of their requirements. Works in collaboration with the Sales Manager to optimize sales and customer satisfaction. Ensures CEC team provides maximized support to regional ISRs and Account Executives quotations, orders and technical support. Reviews sales reports, identifies key issues and proposes corrective measures. Follows and processes RMA’s and customer complaints. Monitors adherence to policies and procedures and follows-up on customer service KPIs, quotation lead time, quotation lead time reliability and quote to sales order conversion rates, for continuous performance improvement. Supports the regional Administration team for credit applications and collection of accounts.Provides coaching and development of the team: Motivates and helps each person in the Customer Experience Centre by making sure that each member has the skills, training and resources needed to operate autonomously. Shares the objectives to be attained and takes the necessary measures to ensure their execution fulfillment. Proceeds to performance evaluations of team members. Provides specific feedback on their strengths and weaknesses on a regular basis and creates and executes development initiatives and training needed for the team. Keeps informed about industry developments and shares his/her experience and know-how.Develops internal relationships: Promotes the Customer Experience Center within the region and other departments. Builds and maintains relationships inside the IM organization. Work alongside other Regional Supervisors for Best Practices and CX.Process improvement: Works with his/her team as well as with multifunctional teams to continuously improve the work process. Continuously monitors and analyzes the functioning of the activity, identifies causes of problems and proposes corrective measures accordingly.Quality / Safety: Actively promotes ALC safety objectives. Knows and respects all procedures as indicated in ALC Quality Manual. Make sure the appropriate corrective and preventive measures are in place in order to answer customer complaints.Are you a MATCH?REQUIRED EDUCATION & QUALIFICATIONSDiploma: Bachelor degree or combination of studies and experience in cylinders, welding products and industrial products.Experience in supervising call centers preferred.Experience: 8+ years of relevant experienceKnowledge: Quality System (ISO), Proficiency in Google (Docs, Sheets) or MS Office (Word, Excel) applications, Management skills, knowledge of compressed gases, ERP system, organizational skills, interpersonal skills, very good verbal and written communication skills, in English and French in order to serve clients from the Eastern Region of Canada.CRITICAL COMPETENCIESCustomer oriented and service driven: Precisely answers customer requests, is attentive to customer needs, respects customer commitments, takes initiative required to meet customer expectations.Team Player: Shares knowledge and experience, cooperates and makes self available, listens, gathers information, takes into consideration the needs, ideas, opinions of others.Leadership: Positively influences others, easily obtains cooperation from others, is concerned with people as much as with results.Coaching skills: Clearly establishes performance criteria, finds solutions to problems by consulting team members, understands and listens to the concerns of all individual team members, gives ideas in clear and appropriate language.Decision-making skills: Considers all factors before making a decision, makes quick decisions when necessary, and accepts consequences and risks involved.Problem-Solving: Identifies problem situations within an appropriate time frame, develops several alternative solutions to problems, analyzes situations and highlights important issues, suggests adequate, valuable and feasible solutions.Our Differences make our PerformanceAt 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.

Expected salary

Location

Montreal, QC

Job date

Fri, 21 Mar 2025 03:41:17 GMT

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