Order Management Specialist

How will you CONTRIBUTE and GROW?

As an Order Management Specialist, you will deliver timely, empathetic support by actively identifying customer needs, providing tailored solutions, and conducting diligent follow-ups to ensure complete issue resolution. You will accurately document and escalate feedback to cross-functional teams while collaborating closely with colleagues to continuously improve workflows, overall service quality, and customer satisfaction.

• Managing all customer requests and inquiries coming through all available channels " incoming calls,Hotline Calls ,Email ,Fax, Whatsapp.
• 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 through the coordination between customer ,sales and logistics.
• Responsible to maxmize the good utilization for company resources.
• Ensure customer receives the order delivery confirmation after logistic feedback.
• Ensure effective handling of emergency orders.
• 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

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Are you a MATCH?

• Bachelor degree in Economics, Business, MIS, Foreign Languages.
• 3+ years experience with experience in customer service.

Knowledge and Knowhow specific to the job:

• Customer orientation
• Claim management
• Customer experience management
• Continuous improvement Basics
  

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.