National Supervisor Customer Experience Center Speciality Gas
Air Liquide
Montréal, QC
Permanent
Temps-plein
Il y a 1 mois
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 to support the growth of the SPG sales he/she will survey the profitability of the SPG sales for all products, Supporting the SG AEs specialist so when targeting a customer or campaign he/she will be a key point contact. The incumbent will also be in charge of management of Vendor / AE and customer relationship, he/she will be our specialist project helping with new projects. He/she will work with the plants to anticipate delays / stock-out / asset issues and make sure to advise the sales and solutions team of all production issues. Before every end of month he/she will be the one doing the verification of all open orders and making sure of closing and invoicing maximum of documents so we make sure that all sales are showing in the month. He will also help his/her manager with the Improvement project. The National supervisor SG should be the advocate of the National team , a voice of the customer, AE and a lever to push us into increased sales months over months taking directions from the Manager Customer Experience Eastern Region & Speciality Gas .Participates in strategic planning: Works in collaboration with SG National Manager to establish and implement the SG growth strategy, creating KPIs using SalesForce dashboard making sure that we can measure the improvement.Service Level and Sales: Provides support to the SG AEs specialist so when targeting a customer or campaign he/she will be a key point contact, making sure that the AEs can provide excellent customer service . He/She will be the voice of the Plants providing information to the solution center and Sales person regarding issues linked to the plants causing extra delay and helping the plant finding solutions when there are asset issues or other kinds.Provides coaching and development of the team: The National Supervisor SPG will be providing training to other departments to share SPG process. He/She will also be a champion for SalesForce/ Ringcentral / my airliquide.ca and CPQ providing refresh training to his/her team when needed and making sure to provide efficient training to new people. Motivates and helps each employee in the SPG 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 being informed about industry developments and shares his/her experience and know-how.Coordinates sales and price management activities with Network Sales Manager: Works in collaboration with Network Sales Manager to determine and implement the targets for regional sales that align with corporate objectives. Assist in reviewing sales reports, and make the necessary pricing or supply corrections. Develops sales campaigns in conjunction with the Marketing team and supports approved sales promotions from suppliers and in-house directives. Reviews sales reports indicating sales growth, trends and other information, in order to take appropriate corrective measures.Develops internal relationships: He/She will be providing training to other departments. Promoting SPG and informing people of SPG process.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?Diploma: Bachelor degree or combination of studies and experience in cylinders, welding products and industrial products. Experience in supervising a team is preferred.Experience: 5+ years of relevant experienceKnowledge: Quality System (ISO), Proficiency in Google (Docs, Sheets) or MS Office (Word, Excel) applications, Management skills, knowledge of compressed gasses, ERP system, organizational skills, interpersonal skills, very good verbal and written communication skills.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.
