Purpose of the Position
- Proactively seeks to maximize the customers experience at every opportunity and aligns resources people, systems and CCC technology to meet the ever changing demands, contribute positively to business Profitable Growth expectation.
- Coordinates and allocate country resource on a real time basis with respect to order placement, enquiries, including queries, complaints, product information and account information, credit management and commercial admin handling. Ensure CSC resources provide adequate support to Sales team in enquiry and account management for in-scope area.
- Establish the Inbound Sales function as a demonstrable attribute to the business and a clear element in our PSO offers -Positively influencing the customer's perception of the Linde business primarily through strong customer focus and professionally presented calls
- Acts as first point of reference re escalation issues and work with the business to support these, but seek s to minimize these by building empowered capable teams members
- Effectively uses existing Telephony technology and CCC technology to improve overall customer service, but seeks to improve these and is able to review and recommend technology improvement.
- Ensure effective SAP and CRM usage, ensuring all calls recorded accurately, is able to interpret and develop data.
- Provide assistance to team in handing customer support on delivery follow-up and customer feedback/complaint.
- Coordinates with country and shared services revenue management teams to handle country credit management activities to ensure customers pay to agreed terms and conditions and able to assign activity and outbound call lists to respective team members.
- Ensure all commercial / admin /billing aspects are developed as per agreed shared so that all commercial and sales support aspects are professionally handled.
- Being the leader of the Customer Service Team, shares the objective of ensuring delivery of all orders processed, and the resolution of all complaints and inquiries received by the team and thereby, ensuring customer satisfaction.
- Seeks to identify root cause issues and develop improvements with senior management
- Seek to maximize customer satisfaction by providing professional customer service handling for both internal and external customers.
- Ensure adherence to core CCC and HPO OTC KPI and KII's and associated reporting
- Establishes a fully multi-skilled team that demonstrates full ownership and resolution of customer enquiries from different business such Local customer's/export customers across all businesses
- Acts the customers champion, and uses analysis and influence to drive continuous improvement between the business and our customers
- Provides superior coaching and development to the team members, building capability and establishing the Inbound Sales teams as the nursery of talent for the business
- Provide enhanced performance measurement via a comprehensive range of KPI's Quality and quantity focused, able to implement refined call center measurement and ensure full utilization of resources
Principal Responsibilities
- Coordinate the Customer Service Inbound / Revenue / Admin Management functions for the country unit and align the billing functions /revenue collection activities/call handling aspects to the Shared Services Centre operational model.
- Delivers leading country debtor performance and cash collection targets. Achieving consistent year on year DSO reduction and fully maximizing business cash flow
- Lead BCP and BOP in call handling /query management, taking input from other regions and wider business environment and implementing in the Linde Singapore Business
- Assist in CSC transition from cost center to profit generation center and the implementation and sustainability of PSO's.
- Work in partnership with Finance and Project ACE to ensure appropriate inputs incorporated within CCC Revenue Management Strategy, and provide upward inputs re future direction.
- Perform comprehensive analysis of business warehouse / objects reports to understand trends, and develop appropriate programs
- Maximize the resources assigned to the respective country functions, ensuring consistency of performance and
- Working in partnership to create innovative ideas to improve service to customers
- Develop overall business awareness of HPO OTC performance, training other functions and attending cross functional meetings
- Create a fully effective country function, that will seek to maximize resources
- Ensures fully effective aligned processes in place to reduce any backlogs and to provide the clearest direction in the OTC process
- Support and contribute to the continuous compliance to HPO OTC and respective ISO quality criteria.
- Actively support and ensure compliance with country Sales and Business Initiatives
- Build strong collaborative relationships with other departments, particularly CCC, Sales, Distribution, Gas & Gears and Marketing teams championing the customer and root cause improvement as appropriate.
- Adherence to call quality compliance and performance accuracy against defined process
- Provide effective responses and rapid resolutions to customer enquiries through close liaison with country and shared service teams CCC teams, Operations, Distribution, Sales and Marketing.
- Provide support through transactional document processing, cylinder management reports generation and analysis and investigative related requirements.
- Establish a strong commitment to Safety in the entire Customer Service Team
- Takes feed from HPO OTC and HPO CSM teams and actively benchmarks team against business / industry and Linde Roadmap elements.
- Develop staff through coaching, training and personal development plans to contribute effectively within the business.
- Work with IS / Data & Processes team to ensure that they can effectively monitor compliance to cylinder management and control targets.
- Report progress with the functional area according to global and regional KPI's.
- Promote corporate values of the company
- Ensure staff and suppliers act in accordance with all appropriate safety legislation and guidelines.
Required Key Skills (Functional/Technical)
Excellent leadership skills especially in area of customer service delivery
Broad commercial /credit management / operations knowledge & strong financial knowledge
Strong influence and impact
Able to establish credibility with teams and able to implement and drive continuous improvement. Enhanced analytical skills
Proven Presentation skill
Through knowledge of order to cash process / cylinder supply chain.
Change management skills
Project management skills
Well defined coaching skills
Strategic thinking and ability to apply strategy to internal business
Market awareness and broad networking skills
Required Qualifications/Experience
- 5 years + experience in, customer Service, finance, commercial, sales, marketing or in another related role
- Excellent understanding of the business, ideally with an in-depth knowledge of customer service operation / commercial / sales support/ billing and HPO OTC processes
- Experience in leading change successfully required
