Order Management Specialist

How will you CONTRIBUTE and GROW?Respond to customer inquiries in a timely and empathetic manner. also Identify the customer needs and provide solutions or recommendations.
Document and escalate customer feedback to relevant departments.
Collaborate with team members to improve overall customer service and satisfaction.
Conduct follow-ups with customers to ensure their issues are resolved.

1- Managing incoming calls & messages through all provided communication channels.

- Managing all customer requests and inquiries coming through all available channels " incoming calls ,Email ,Fax, WhatsApp.."

2- Manage the customer Orders effectively and efficiently.

- Ensure Accuracy and reliability of the daily and fixed orders.
- Monitor customer consumption and regularly review the fixed plan by the coordination with the customer, logistics and sales to ensure the plan effectiveness.
- Reduce Returned qty, Undelevered qty & Emergency orders throw the coordination between customer ,sales and logistics.
- Responsible to maximizing the good utilization for company resources.
- Ensure customer receive the order delivery confirmation after logistic feedback.
- Ensure effective handling of emergency orders.

3- Deliver superior customer experience to all customers (both internal and external)

- Coordinate with all departments and CRM team to ensure all customer (internal and external) requests are closed within agreed duration and SLA.
- Ensure all customer's feedback are communicated and follow up on the actions required.
- Immediate reporting for any customer complaint and ensure the correction action is taken

4- Immediate reporting for any block point that affect the customer order.

- Highlight any Shortage “Gas, Cyl, bundles ,trucks..” that may affect the ordering process.
- Process block points ex: Credit Limit, PO issue
- Tools unavailability
report the reason of emergenvy order on COT
___________________Are you a MATCH?

• Excellent interpersonal and communication skills.

  
  

• Strong problem-solving and decision-making capabilities.

  
  

• Proficiency in handling and resolving conflicts.

  
  

• High level of empathy and customer orientation.

  
  

• Ability to multitask and manage time effectively.

  
  

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.