Customer Service Representative at Air Liquide

In this position the incumbent will manage the Customer Call Centre ensuring efficient order management, timeous resolution of customer complaints and queries, and relevant KPI monitoring and reporting. The incumbent will respond to emails and web portal questions using guidance from AL written policy in a timely and professional manner and resolve customer complaints in accordance with processes.

• Solve or re-direct various customer queries according to AL sales policy, entity procedures, answering the customer or transfering to the relevant employee. Update the Sales Management System and inform relevant employees of this (Industrial operations, Account Managers, Reseller Account Manager)
• Perform the registration of customer claims, ensure the follow-up according to quality procedures and ISO policy. Process delivery notes and STO. Enter orders on the system in a timely and accurate manner and get approval from Industrial Operations before committing delivery to the customer. Invoicing and receiving and capturing of delivery notes on the system. Acts as a liaison between customer and operation team to ensure satisfactory resolution whenever possible
• Participate to spot marketing campaigns while required to support outbound call staff. Initiate and perform cylinder desk audit in response to customer cylinder disputes. Assign cylinder desk audits and document in accordance with local audit policies and forwards to the Sales team. Maintain daily outstanding order records, delivery notes, product schedule and ensure all DNs and STOs are captured timeously utilizing the Incompletion Log and Outstanding STO reports. Generating of quotes for existing customers (hardgoods and PG)
• Customer contact for short deliveries, non-deliveries, delivery delays, truck break-downs, ETA of deliveries and any other communication affecting delivery. Border documents for Swaziland, Botswana and Mozambique. Processing of intercompany purchases between PTY and HC. Responsible for the entire new allocation process to customers which includes completion of 229 form, ensuring it is authorised by Sales Manager and then sent to Asset Manager.  Follow up if no response received within 2-3 days.  Liaising with customers regarding the progress and then creating the order in the system. Process all new allocations for all of SA to Hubs / Depots

Educational requirements

• Customer service qualification/Tertiary qualification
• Matric

Experience

• 2- 3 years experience in Business or Sales
• Knowledge and Know-how specific to the job
• Knowledge of AL Offers, products and services
• Knowledge of AL organization and principal workflows
• Knowledge of ERP system (Navision)