Business Process Specialists CS - Bilingual

Job Locations/Ville CA-MISSISSAUGA
Date posted / date affichée 4 weeks ago(2/20/2018 3:02 PM)
# of Openings/# à combler
Category/ Catégorie

Overview/Vue d’ensemble

Linde Canada is the premier supplier of gases, welding equipment and safety products with 69 stores, a fleet of trucks and drivers, and dedicated customer service and sales teams. Our 1,000+ expertly trained and dedicated employees are committed to safely supplying a full range of liquid and compressed industrial and specialty gases, welding, cutting and scientific equipment, and safety products and accessories.


For further information, go to


Linde Canada is currently seeking a Business Process Specialists CS - Bilingual  in the Mississauga, Ontario area. 


Purpose of the position:


Lead the development and harmonization of common process / common monitoring and training of Customer service interactions with Linde Customer Service Department in Canada. Act as a conduit to capture potential improvements and be an advocate for continuous improvement and harmonization. Special focus to be made on common regional process / customer experience and transparency of key performance measures.

  • Reduce hand offs, error rates and rework
  • Make it easier for our customers to deal with Linde at their convenience, ultimately differentiating Linde from its competition.
  • Improve the Customer Experience by Customer Care acumen of the individual customer service team members.
  • Support an integrated contact channel approach
  • Voice, Chat, Video, SMS, Email, Retail, Agent, Distributor.


  • Work closely with (with Customer Service Management Team to ensure we are meeting promised SLAs
  • Develop process / training materials with Customer Service Management Team create and support Train the Trainer programs and provide training to CS Teams in the following areas: Customer Service, Process, product and application training.
  • Working with CS Managers, identify, analyze and prioritize procedure and training material to be updated and created.
  • Manage all CS processes by ensuring they are updated, organized and accessable to all. Create training material and implement training plans, create individual training plans and monitor and implement plans.
  • Manage the training processes for all CS Department including planning training, identifying required resources (both people and material) and conducting or supporting training where required.
  • Identify and create certification for all training provided and provide results to management with suggestions for action items.
  • Champion customer retention, growth through good service, continuous improvement to the customer experience.
  • Optimize the cost to serve our customers, through process excellence
  • Align service to Marketing PSO’s, act as a catalyst to harmonize service offers when possible with product management and Marketing
  • Responsible for implementing, managing and updating CS KPI’s, CS Dashboard and project goals and priority plans as identified.
  • Other duties as assigned 
  • Ensure overall SHEQ principles are incorporated for employees and contributes to a strong safety culture
  •  Project Management lead or key team member




  • Bachelor Degree Business, administration, other connexe discipline
  • Minimum 5 Years Industrial Gases, Medical Gases or Customer Service experience




  • Multilingual skills English with French 
  • Excellent written and oral communication and presentation skills
  • Exposure to telephony and contact centre technology and commercial process’s Demonstrated ability to recognize, lead and execute process improvement opportunities Able to work with minimal supervision
  • Solid organizational awareness
  • SAP experience critical
  • Expertise in Excel / Data Base Software Project Management Leadership & Execution
  • Good Collaborator
  • Change Mgmt
  • Tech astut, Systems
  • Influencing, Problem resolution
  • Proven ability to deliver results
  • Execution with follow up
  • Track record of be able to collaborate and influence diverse stakeholders

Linde Canada is committed to diversity in the workplace and the principles of Employment Equity; we therefore encourage applications from women, members of visible minorities, Aboriginal peoples and persons with a disability.


Join a World Leading Team Today!


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed