Customer Service Representative

**Company presentation**
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in **78 countries** with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Air Liquide’s ambition is to be a leader in its industry, deliver long term performance and contribute to sustainability - with a strong commitment to climate change and energy transition at the heart of its strategy.
**Entity and activity description**
**Missions and Responsibilities**
- Solve or re-direct various customer queries according to AL sales policy, entity procedures, answering the customer or transfering to the relevant employee. Update the Sales Management System and inform relevant employees of this (Industrial operations, Account Managers, Reseller Account Manager)
- Perform the registration of customer claims, ensure the follow-up according to quality procedures and ISO policy. Process delivery notes and STO. Enter orders on the system in a timely and accurate manner and get approval from Industrial Operations before committing delivery to the customer. Invoicing and receiving and capturing of delivery notes on the system. Acts as a liaison between customer and operation team to ensure satisfactory resolution whenever possible
- Participate to spot marketing campaigns while required to support outbound call staff. Initiate and perform cylinder desk audit in response to customer cylinder disputes. Assign cylinder desk audits and document in accordance with local audit policies and forwards to the Sales team. Maintain daily outstanding order records, delivery notes, product schedule and ensure all DNs and STOs are captured timeously utilizing the Incompletion Log and Outstanding STO reports. Generating of quotes for existing customers (hardgoods and PG)
- Customer contact for short deliveries, non-deliveries, delivery delays, truck break-downs, ETA of deliveries and any other communication affecting delivery. Border documents for Swaziland, Botswana and Mozambique. Processing of intercompany purchases between PTY and HC. Responsible for the entire new allocation process to customers which includes completion of 229 form, ensuring it is authorised by Sales Manager and then sent to Asset Manager. Follow up if no response received within 2-3 days. Liaising with customers regarding the progress and then creating the order in the system. Process all new allocations for all of SA to Hubs / Depots

**Competencies and Profile**
Educational requirements**
- Customer service qualification/Tertiary qualification
- Matric

**Experience**
- 2- 3 years experience in Business or Sales

**Knowledge and Know-how specific to the job**
- Knowledge of AL Offers, products and services
- Knowledge of AL organization and principal workflows
- Knowledge of ERP system (Navision)

**Other Competencies**
- **Initiating Action**:

- Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive
- **Adaptable** - Anticipating and dealing with a changing environment - anticipating changes in business, in the economy and within the professional environment.
- **Self-control**: Remains calm and efficient in conflict or crisis situations, resolves problems efficiently without causing anxiety to others, reacts positively to major changes.
- **Promoting and Achieving Safety** - responsibility to ensure that Safety and Security are seen as imperatives for the Group
- **Performance and Responsibility** - action to manage all changes or to mitigate the uncertainties occurring as a result of change to achieve the Group's objectives.
- **Decision-making skills**: Considers all factors before making a decision, makes quick decisions when necessary, accepts consequences and risks involved caring about customers

**Additional information**
Air Liquide embraces diversity and is an equal opportunity, affirmative action employer committed to the achievement and maintenance of equal representation (gender, race and people living with disability) in its workforce profile. Skills development remains our key driver in up skilling the workforce. Appointments will be made based on performance and in line with the company’s employment equity plan and skills development objectives.

Job Reference: ZA00577