Air Liquide

Industrial and medical gas provider

Order Management Specialist

Customer SupportPosted on Nov 11

Full-timeCairo, Cairo Governorate, EgyptNo salary listedIn-person

About the Job

Requirements

Bachelor's degree in Economics, Business, Management Information Systems, or Foreign Languages.
At least 3 years of experience, including customer service experience.
Knowledge of customer orientation, claim management, customer experience management, and continuous improvement basics.

Responsibilities

Manage customer requests and inquiries received through incoming calls, hotline calls, email, fax, and WhatsApp.
Ensure the accuracy and reliability of daily and fixed orders.
Monitor customer consumption and regularly review fixed plans in coordination with customers, logistics, and sales to ensure plan effectiveness.
Reduce returned quantities, undelivered quantities, and emergency orders through coordination among customers, sales, and logistics.
Maximize the effective utilization of company resources.
Ensure customers receive order delivery confirmations after receiving feedback from logistics.
Handle emergency orders effectively.
Coordinate with all departments and the CRM team to ensure internal and external customer requests are closed within agreed durations and service-level agreements.
Communicate customer feedback and follow up on required actions.
Report customer complaints immediately and ensure corrective action is taken.

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

___________________

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.

About the Company

Air Liquide

Industrial and medical gas provider

Air Liquide produces and supplies industrial and medical gases, such as oxygen, nitrogen, hydrogen, argon, and specialty gases, to manufacturers, healthcare providers, electronics, and energy companies. It operates through production plants, pipelines, cylinder networks, and on-site supply units, and it also designs and builds gas production and separation systems, including cryogenic air separation plants and large electrolyzers, via its engineering arm. Its Gas & Services business serves industry and healthcare and it is a major producer of hydrogen, investing in low-carbon hydrogen projects and electrolysis as part of industrial decarbonization. It serves the semiconductor industry and space programs as well. Its goal is to enable industrial decarbonization and the energy transition by providing reliable gases and engineering capabilities for large-scale gas production, hydrogen supply, and on-site services.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1902

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