About Messer Messer is the largest privately held industrial gas business in the world, and a leading industrial and medical gas company in North and South America. We offer over 125 years of expertise in industrial, medical, specialty and electronic gases. Messer delivers quality gases, related services and technology via an extensive production and distribution network. Health and safety, sustainability practices and environmental protection are core Messer values that are embedded in our daily operations.

Why Messer?

• Certified as Great Place to Work®
• Paid time off: Excellent paid vacation available in first year including personal days.
• Pay and benefits: Competitive pay rate ranging from $84,893 and $113,279 with comprehensive benefits and competitive pension plan.
• Career growth: Opportunities for career advancement through training and development opportunities with tuition reimbursement program.
• Referral program: Employees can refer talent and earn!
• Employee perks and discounts: Access to exclusive discounts on several products and services across Canada.

What You’ll Do The Business Process OTC Partner is responsible to lead the development and harmonization of common process, common monitoring of Customer service interactions within Messer Customer Service and Retail 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 national process, customer experience (Cx) and transparency of key performance measures. Improve the profitability of the business and more:

• Enhance the OTC (Order to Cash) processes (Quote, Order, Order Maintenance, Query, Schedule, Deliver, Bill, Invoice, Collect, Apply payment, Master data and the accompanying Cx).
• Automate, reduce hand offs, error rates and rework.
• Make it easier for our customers to deal with Messer at their convenience, ultimately differentiating Messer from its competition.
• Improve the Customer Experience by through Service acumen of the individual service team members.
• Support an integrated contact channel approach (Voice, Chat, Video, SMS, Email, Retail, Agent, Distributor).
• Project Manage - Lead process improvement projects or key team members on large projects.
• Work closely with Retail & Customer Service (CS) Management Team to ensure we are:
• Prioritizing improvement projects
• Meeting promised SLAs
• Develop process, training materials with team create and support programs that provide training to teams in the following areas: Customer Service, OTC process; including Retail.
• Working with Managers, identify, analyze, and prioritize procedure and training material to be updated and created.
• Manage Retail and CS processes by ensuring they are updated, organized and accessible to all.
• Champion customer retention, growth through good service, continuous improvement to the customer experience
• Optimize the cost to serve our customers and business profitability, 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 & OTC Dashboards and project goals and priority plan as identified.
• Leverage Microsoft Power Platform (Power Automate, Power Apps) in coordination with IT to drive process automation, reduce manual hand-offs, and eliminate rework.
• Design and maintain advanced dashboards within SAP Analytics Cloud & Datasphere in coordination with IT to provide real-time transparency into OTC KPIs and business performance.
• Champion the adoption of AI and emerging technologies to stay ahead of industry trends and continuously modernize the customer experience.
• Other duties as assigned.
• Ensure overall SHEQ principles are incorporated for employees and contributes to a strong safety culture.

What It Takes

• Minimum College or University Degree or equivalent experience
• Minimum 5 years of experience in the Order to Cash process field
• Excellent written and oral communication and presentation skills
• Exposure to telephony, contact center technology and commercial process’s
• Demonstrated ability to recognize, lead and execute process improvement opportunities
• Able to work with minimal supervision
• Solid organizational awareness
• Systems experience; SAP, Salesforce, Microsoft Office 365, Microsoft Power Platform (PowerApps & Power Automate), Data Base Software, Visio,
• Project Management Leadership & Execution, Six Sigma
• Bilingual (English and French)

At Messer, our vision for culture and engagement is to create an environment where all of us accept, respect and value the differences of multiple identities and truly welcome the diverse ideas and perspectives of individuals. In doing so, we shape an open and creative company culture, providing every individual with an equal opportunity to thrive.

Join us and you will be part of a company that values and supports your career. We offer competitive pay and benefits, with set schedules, steady work and opportunities for ongoing training and career progression.

Together we value innovation, efficiency, and flexibility. Putting safety first, working with integrity and respect, we encourage everyone to find solutions for success. That means for our customers and for our colleagues. This makes us a great place to build a career where your skills are valued and developed.

Apply today @Messer Careers and see what we do.

No artificial intelligence (AI) tools or automated systems are used in the screening, assessment, or selection of applicants for this position. If you need assistance with the application or would like to request accommodation, call (877) 243-1030.