World leader in gases, technologies and services for Industry and Health, Air Liquide is present in 80 countries with approximately 68,000 employees and serves more than 3 million customers and patients. Oxygen, nitrogen and hydrogen have been at the core of the company’s activities since its creation in 1902. Air Liquide’s ambition is to be the leader in its industry, delivering long-term performance and acting responsibly.
Entity and activity description
As a world leader in gases, technologies and services for Industry and Health, Air Liquide Group operates globally, serving a wide variety of customers across a diverse range of industries where it has established a leadership position, including oil & gas, food & beverage, petrochemicals, metal fabrication, pharmaceuticals, shipyards, construction, glass, steel, laboratories, electronics and hospitals. Air Liquide is a leading provider of gases such as nitrogen, oxygen, argon, argon mixtures, helium, carbon dioxide, hydrogen, speciality gases, alternative fuels, and many other gases and mixtures that are used in a variety of applications in industry and healthcare. We put safety at the core of our business and guarantee products of the highest quality standards and reliability.
The main responsibilities within this role are to manage/maintain the incoming customer quotations, purchase orders and queries received via email telephone calls and other channels. The aim is to be as reactive and efficient as possible, solving the customer demands and queries in a timely professional manner whilst delivering the best service possible at all times to reach an optimal customer satisfaction with respect to the AL policies and procedures.
Orders will be processed for delivery locally for our fabrication client base, as well as offshore within and out with the UK. The desired candidate will also be responsible for exporting and importing orders for extensive projects abroad at times with consumables sourced via a third party shipped via road/sea freight with the provision of all documents required commercial invoices, packing lists etc. whilst working very closely with our freight forwarders. A suitable knowledge of Incoterms and conditions would be desirable. A high level of attention to detail and the ability to work in a fast paced environment is necessary to be successful in this role, making decisions and thinking fast along with problem solving unforeseen issues as they arise and the ability to move from one order to the next when and as required. The ability to work on your own initiative and as part of a team is required to achieve individual or team goals.
Missions and Responsibilities
As the first point of contact in the Customer Service team, you will be responsible for ensuring all customers feel welcome and are comfortable while promptly solving their issues. You will be responsible for evaluating the issue priority for an appropriate answer and to identify the answer owner in the AL organization. You will also be responsible for managing the workflow up to the final close of the issue collaborating with the Sales team, and making sure that customers receive appropriate answers and internal actions have been properly implemented. The role itself is diverse, challenging and rewarding for a can do attitude candidate.
1. Handles incoming first level communication
2. Solves or re-directs various customer queries
3. Ensures transfer of internal information to other entities
4. Deals with customers regarding invoicing issues
5. Registers and proceeds with the customer claims
6. Performs customer orders registration for hardgoods
7. Promotes AL offers to customer while answering their queries
8. Performs active-cycle related ERP operations
Competencies and Profile
Knowledge on know-how specific to the Job
Behaviour and interpersonal skills
Location: Position to be based in Aberdeen.
Reporting to: Customer Service Lead
Job Reference: GB00183