- Acting as first point of contact for customers in handling customers’ orders and enquiries.
- Works in partnership with Sales / Marketing / Production and Distribution to meet the customer’s requirements and proactively seeks to maximise the customers experience (CX) at every opportunity.
- Seeks to reduce customer queries by acting as customer advocate and proactively reduces root cause issues.
- Works as key team player within the CSC Team and LGS, ensuring consistency of performance and meet the agreed KPIs.
- Acts as customers’ champion, and uses analysis and influence to drive continuous improvement between the business and our customers.
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
Key Interfaces
- Works closely with CSC, Sales, Production and Distribution teams to resolve customer order status and complaints. Helps to develops root cause solutions to customer enquiries to prevent initial calls and to ensure fast, effective resolution of known issues
- Participates is cross-functional meetings or S&OP to discuss business updates, improvements and issues.
- Drives the business in terms of agreed customer facing activities - Sets joint targets and works in partnership to achieve these.
Elsa Fontanne (CEI No. R24124496)
Recruitment Consultant
Contact Number: 67860100
Email Address: [email protected]
Recruit Express Pte Ltd / EA Licence No: 99C4599
We regret only shortlisted candidates will be contacted
