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Customer Service Coordinator 24 views

Company presentation

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

  • Answers incoming calls / letters / emails in a timely and professional manner and steers the conversation to collect relevant information and proceeds to rewording while optimizing the duration of the call.
  • Identifies the related AL account of the customer, display details.
  • 2. Solves or re-directs various customer queries

  • Creates a job ticket for each contact from the customer.
  • According the AL call policy and regarding issue and complexity, answers directly to the customer (consults system information data) or transfers to the relevant employee (second level)
  • After each customer contact, updates the Sales information system with key structured info and data provided by the customer.
  • Checks on a regular basis the ticket queue ensuring that each query is correctly treated.
  • 3. Ensures transfer of internal information to other entities

  • Responds to employees specific questions regarding sales administration topics (by phone or email).
  • Reaches out to internal contacts (e.g. Account manager) for any urgent matter.
  • Transfers the collected information into the ERP / Sales information system.
  • 4. Deals with customers regarding invoicing issues

  • Responds to customer specific questions regarding their AL invoices
  • According to the solution or answer, implements corrective actions or transfers issues and coordinates with the Account Receivable team, Sales team, Supply chain and/ operations or maintenance teams.
  • 5. Registers and proceeds with the customer claims

  • Performs the registration of customer claims received from calls, letter of Claim Form.
  • Ensures the follow-up according to the quality procedure and ISO policy, and feedback to the client after processing the claim
  • 6. Performs customer orders registration for hardgoods

  • Registers all the given customer information about the order on the ERP system and various spreadsheets.
  • Re-words the order to the customer giving all the relevant information and promotes the AL offer.
  • Makes the proposal with respect to AL sales policy and level of autonomy granted or transferred to the Account Manager according to the threshold of discount or amount for the offer.
  • Negotiates and gets the customer order; creates Sales Order (SO)
  • 7. Promotes AL offers to customer while answering their queries

  • Takes the opportunity (i.e. when customer needs are identified) in the conversation to promote AL offering.
  • Participates to spot marketing campaigns while required to support outbound call staff.
  • 8. Performs active-cycle related ERP operations

  • Receives and registers Purchase Orders (PO) from customers.
  • Verifies that the price and quantity mentioned on the quotation and the PO match.
  • Creates a Sales Order (SO) once PO is reviewed.
  • Sends order confirmation to customers.

  • Competencies and Profile

    Knowledge on know-how specific to the Job

  • Bachelors/Masters in Economy / Business or Chemistry
  • Minimum 5 years of experience in a Customer Service oriented role
  • Export and import experience is essential
  • Dangerous Goods knowledge would be advantageous
  • Adaptability to work with multicultural stakeholders
  • Analytical thinking ability and a track record in successfully utilizing syndicated data
  • Be able to provide insight from data
  • Excellent communication skills both written and verbal (dealing with customers on the phone)
  • Excellent data analysis and PC skills
  • Knowledge of French/Italian is beneficial
  • Behaviour and interpersonal skills

  • High level of competency and accuracy in written communication. Maintain clear, structured and professional documentation relating to customers
  • Possess strong planning, organisational, teamwork and presentation skills
  • Be computer literate in Microsoft Office / Google environment to a proficient level with good typing skills
  • Ability to work in a fast paced environment and react to/manage competing priorities.
  • Must be able to manage time and balance multiple priorities
  • Self-motivated and able to work in a team-oriented, collaborative environment
  • Solution-Focused decision making. Ability to solve problems that may arise day to day

  • Additional information

    Location: Position to be based in Aberdeen.
    Reporting to: Customer Service Lead

    Job Reference: GB00183

    Only candidates can apply for this job.

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