How will you CONTRIBUTE and GROW?
Job Description Summary
The Order Management Specialist will respond to customer inquiries in a timely and empathetic manner. also Identify the customer needs and provide solutions or recommendations.
You will document and escalate customer feedback to relevant departments, Collaborate with team members to improve overall customer service and satisfaction and conduct follow-ups with customers to ensure their issues are resolved.
Managing incoming calls & messages through all provided communication channels.
Manage the customer Orders effectively and efficiently:
- Ensure Accuracy and reliability of the daily and fixed orders.
- Monitor customer consumption and regularly review the fixed plan by the coordination with the customer, logistics and sales to ensure the plan effectiveness.
- Reduce Returned quantity, Undelivered quantity & Emergency orders through the coordination between customer, sales and logistics teams.
- Responsible to maximize the good utilization of company resources.
- Ensure that the customer receives the order delivery confirmation after the logistics team feedback.
- Ensure effective handling of emergency orders.
Deliver superior customer experience to all customers (both internal and external):
- Coordinate with all departments and CX team to ensure all customer (internal and external) requests are closed within the agreed duration and SLA.
- Ensure all customer's feedback are communicated and follow up on the actions required.
- Report any customer complaint immediately and ensure the correction action is taken
Immediate reporting for any block point that affects the customer's order.
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Are you a MATCH?
Education Level
- Bachelor degree, Business, logistics or planning background preferred.
Experience Level
- Up to 3 years experience in customer experience management. Fresh Graduates are welcome to apply.
Competencies
- Customer service orientation
- Excellent communication skills
- Excellent business English (oral and written)
- Motivated learner
- Time Management and organization skills
- Multitasking
- Must be reliable, adaptable and detail oriented
- Ability to effectively work in a team environment
- Analytical and problem solving skills
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.
