How will you CONTRIBUTE and GROW?
The Customer Experience Representative – Specialty Gas plays a pivotal role in delivering an exceptional customer journey within the Specialty gas customer experience team. Reporting directly to the Supervisor for the Customer Experience Spec Gas team, you will handle day-to-day customer interactions, quote generation, order processing, and administrative support for specialty gas products. You will work closely with internal teams - including sales, logistics, and accounts recievables - to uphold quality standards, ensure customer satisfaction, and support regional sales growth targets.
Customer Service & Order Management
- Customer Interaction: Act as the primary point of contact for customer inquiries regarding specialty gas products, ensuring clear, precise, and timely communication.
- Order & Quote Execution: Process customer orders, prepare quotations, and maintain swift quotation lead times and high quote-to-order conversion rates.
- Up-selling & Value Creation: Identify opportunities to upsell complementary products/services and deliver value-added solutions during customer touchpoints.
- Policy Compliance: Adhere to corporate sales procedures, credit guidelines, pricing structures, accounts receivable, and discount policies.
Issue Resolution & Support
- Complaint Resolution: Efficiently manage customer inquiries and process Billing Adjustments (BAs) and customer complaints to drive root-cause resolution.
- Sales & Field Support: Provide direct support to Inside Sales Representatives (ISRs). Account Executives and Specialists with pricing, technical support, and documentation.
- Credit & Collections: Assist the regional administration and finance teams with credit applications and account collection processes.
Process Improvement & Team Collaboration
- Cross-Functional Collaboration: Act as the operational liaison for the Sales team by preparing custom technical quotes, applying pricing rules, and sharing real-time market feedback on conversion rates and account margins.
- Continuous Improvement: Participate in continuous process improvement initiatives to optimize daily workflow and elevate overall customer satisfaction KPIs.
- Quality & Safety: Actively support and adhere to corporate safety targets and quality procedures as outlined in the ALC Quality Manual (ISO standards).
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Are you a MATCH?
- Education: Bachelor’s degree or an equivalent combination of education and experience in industrial products, compressed gases, and gas cylinders.
- Experience: 2–5 years of experience in customer service, call center operations, or inside sales (preferably in industrial, specialty gas, or technical B2B environments).
- Technical & System Skills: Technical proficiency in SAP, CPQ, and Salesforce and Google Workspace (Docs, Sheets) or Microsoft Office (Word, Excel).
- Language Skills: English (spoken and written) is required.
Critical Competencies
- Customer-Oriented & Service-Driven: Attentive listener dedicated to meeting customer commitments, anticipating needs, and exceeding expectations.
- Team Player: Collaborates effectively across departments, shares knowledge, and actively supports colleagues.
- Problem-Solving & Agility: Identifies customer issues quickly, evaluates potential solutions, and executes practical resolutions.
- Strong Communication: Clear, professional verbal and written communication skills across internal and external stakeholders.
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.
