Customer Service Representative, Senior

7 months ago


Jakarta, Indonesia Air Liquide Full time

Masuk ke Indonesia pada tahun 1993, Air Liquide Indonesia (ALINDO) dan 170 karyawannya telah melayani lebih dari 1000 pelanggan di berbagai industri. Kami mengoperasikan fasilitas produksi gas dan jaringan pipa terbesar untuk Oksigen, Nitrogen, Argon, dan Hidrogen. Infrastruktur tersebut melayani industri baja, petrokimia, dan manufaktur di Jawa Barat - Cilegon-Anyer
- Merak, Cibitung, Bojonegara - dan Lampung, Sumatera.

Karyawan kami dikembangkan melalui lingkungan kerja yang berkelanjutan dan beragam, bekerja dalam kolaborasi menuju inovasi, efisiensi dan keandalan, untuk memenuhi setiap kebutuhan pelanggan kami. Apa pun yang ingin dicapai karyawan kami, di Air Liquide Indonesia, karyawan selalu didukung dan didorong untuk menjadi yang terbaik.

**Bagaimana Anda dapat berkontribusi dan berkembang disini?**:
**A. Customer assistance**
- Communicates to internal stakeholders relating to customer concerns and escalates, notifies customer care manager of business - Performs 1st level problem resolution, one contact resolution and first call resolution when necessary.
- Management of After Hours calls requesting deliveries.
- Acts as a liaison between customer and operation team to ensure satisfaction resolution whenever possible.

**B. Order Management**
- Management of customer purchase orders for customers.
- Verifies new customer accounts and works with the Sales support team for creation and correctness of accounts in the business systems.
- Checks for completeness of commercial requirements and ensures that order details in the system matches customer’s requirements as indicated in customer documents
- Input of orders for customer orders in a timely manner.
- Notifies the customer of the delivery date with an order acknowledgment and ensures that the customer receives their orders on time.
- Proactively and promptly updates the customer of any delays in deliveries whether a revised delivery date is available.
- Communication with customers regarding backorders.
- Monitoring and communicating delivery status for imported, specialty gasses to customers.
- Responding to customer delivery follow up for Packaged Gases and Bulk customers.

**C. Responsiveness to customer feedback and claims**
- Responding to customer requests for Coc/CoA (copy not creation of CoC or CoA).
- Responding to customer requests for consumption analysis.
- Support and improve internal/external processes to reduce customer claims.
- Responding & updating customers about their claims.

**D. Customer Service Experience Initiatives**
- Conduct customer re-education with the customers either via portal or manual ordering procedure.
- Support other customer experience initiatives, programs for customers.
- Support, initiate and enhance existing order taking and fulfillment process, procedure and experience.
- Support and influence customers to achieve / maintain acceptable VOC ratio and NPS.
- Proactively collaborate and participate effectively across diverse ROC and operations teams to achieve common goals through the driver of convergence for people, respective domain processes and tools.

**Apakah Anda sesuai?**:

- Bachelor’s degree or equivalent experience required.
- Preferably minimum 5-7 years of experience.
- Good in Correspondence, Communication, Negotiation & Computer skills.
- Good writing and speaking skills in English would be an advantage.
- Strong attention to detail and customer focus.
- Ability to understand Air Liquide Products & Services.
- Ability to understand safety and quality procdures.
- Experience in ERP Systems.

**Tentang Air Liquide**:
Sebagai pemimpin dunia dalam gas, teknologi dan pelayanan untuk Industri dan Medis, Air Liquide hadir di 78 negara dengan sekitar 64.500 karyawan dan melayani lebih dari 3,8 juta pelanggan dan pasien. Oksigen, nitrogen, dan hidrogen adalah senyawa dasar yang sangat penting untuk kehidupan, energi, dan materi. Senyawa tersebut telah menjadi wujud keahlian Air Liquide dan inti dari operasional perusahaan sejak didirikan pada tahun 1902.

**Perbedaan membuat performa**

Di Air Liquide, kami berkomitmen untuk membangun tempat kerja yang beragam dan inklusif yang merangkul keragaman karyawan kami, pelanggan kami, pasien, masyarakat, dan budaya di seluruh dunia.
Kami menyambut dan mempertimbangkan aplikasi dari semua pelamar yang memenuhi syarat, terlepas dari latar belakang mereka. Kami sangat percaya bahwa organisasi yang beragam membuka peluang bagi semua karyawan untuk mengekspresikan bakat mereka, baik secara individu maupun kolektif dan membantu mendorong kemampuan untuk berinovasi dengan menjalankan nilai utama kami, bertindak untuk kesuksesan, dan menciptakan lingkungan kerja yang menarik di dunia yang terus berubah.



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