Principal Responsibilities
- Handles customers’ orders accurately. Ensures all important details are captured correctly in SAP or Gold during sales order creation. Check invoices before sending out to customers.
- Coordinates with customers on the status of orders and delivery dates.
- Provide effective responses and rapid resolutions to customer enquiries through close liaison with Operations, Distribution, Sales and Marketing.
- Coordinates the PSO services to customers and internal functions. Ensures all PSO events are recorded and have correct invoices for all PSO events.
- Influence the customers’ perception of Linde primarily through strong customer focus and professionally presented calls and replying emails. Adherence to call and email quality and performance accuracy against defined process.
- Build strong collaborative relationships with other departments particularly Sales, Marketing, Production and Distribution team. Work as a team on the root cause analysis and improvement that involves various department processes as appropriate and to improve business operations.
- Escalate to Customer Service Manager for the complex and non-routine issues. Seek guidance and alignment.
- Accurate and maximum utilisation of SAP functionality in maintenance of customer master database particularly Telequery to capture all customer enquiries.
- Establish compliance with Linde safety standard, policies and procedures
- Evidence a strong personal commitment to Safety in the Customer Service Team
- Promote corporate values of the company.
- Other duties as assigned by supervisor.
Required Qualifications/Experience
- Minimum diploma holder in Business/Marketing/Admin / Supply Chain
- Strong interpersonal skills in customer service
- 2 years’ experience in customer service
- 1 year experience in gas company
