Contact Center Officer with German

Linde Global Services Romania is a service hub, processing and supporting a variety of intra-company functions and services in the area of Order-to-Cash (such as order processing, customer master data, credit management, query management & customer support, invoice processing, customer & data management) for Linde Germany and Linde Switzerland. In addition, global business streams of Linde plc as Business Reporting & Analytics, Continuous Improvement & Automation, are being actively supported by our professionals. 
We are a team of 200 motivated and proactive professionals, representing a great community for our native colleagues from Germany and Switzerland, using every business experience to enrich our know-how and turn challenges into opportunities of learning and development. Our colleagues, their backgrounds, experiences, talents, knowledge, creativity, and the center culture based on open communication, mutual support and constructive competition while having fun together, are the foundation for our unique trademark. 

The profile of our future colleague includes:
• Great communication skills, both written and verbal
• Mandatory advanced level of German language (B2+/C1)
• Good knowledge of MS Office package (Outlook, Excel, Word, PowerPoint)
• Equivalent knowledge and experience using ERP systems (SAP preferential)
• Client support/customer service experience
• Focus on customer satisfaction
• Detailed oriented and problem-solving skills
• Ability to work efficiently in a fast-paced, process-driven environment
• Ability to learn fast and adapt easily
• Openness to travel in Germany or to Timisoara for training purposes (costs covered by the company)

The Operations for West Europe Region department acts like a contact center for all our direct and indirect customers located in Germany, overseeing Order-to-Cash functions.
The activities and tasks are a mix between inbound and outbound calls, and data management.

Transition: Participate to the knowledge transfer and interact appropriately with trainers and other contact persons of the local organization

Query Management:
• Receive incoming calls, analyze, and send tickets to all responsible processes
• Handle questions or complaints from clients and third parties
• Open, monitor and close tickets for all questions and requests received, using internal ticketing tools
• Monitor requests in progress
• Outbound calls to clarify situation or to inform third parties about logistic problems or updates
• Record and maintain data related to the day’s workload such as delivery confirmations, mechanical breakdowns, customer requests and all updates incurred
• Receive and prepare work documents

In case of a low number of incoming calls, focus and attention will be orientated to back-office activities, including:

Order management
• Enter and process all incoming orders (SAP system, e-mail)
• Set up and document the order process for new customers
• Creation of delivery notes

Pricing & Contract Management
• Set pricing scheme in the system
• Receive and process pricing requests
• Change the terms of payment in line with authority and approval matrix

Credit Limits Control
• Set credit limit in the system in line with authority and approval matrix
• Provide reporting to other departments involved in the process

Billing/Invoicing
• Issue invoices for rentals, cylinders, tanks, bulks and any other services or products
• Receive, verify, and process monthly, all the invoices and annexes, according to procedures and contracts concluded with the customers and/or collaborators

Support credit notes
• Compare Invoices with customer credit note
• Investigate with customer potential differences
• Correct settings in SAP after investigation

Salary & benefits:

• Working schedule – Our working day is covering 8hrs working schedule with 30 minutes lunch break included
• Meal tickets - We offer you meal tickets with a value of 20 RON
• Home office - We want you to work however fits you best. We offer the possibility to work from home 50% of the time. For more than 100 km we offer permanent work from home
• Medical subscription - We know how important health is, so you get a medical subscription through the Allianz network, paid by the company
• Annual Performance bonus – We are rewarding individual performance each year. Based on your performance, your bonus may reach or exceed 1 monthly salary gross
• Holiday bonus
• 13th salary
• Referral bonuses - We encourage you to refer new candidates to us. We are offering a referral bonus for each candidate recommended, who will become our colleague
• Life events celebration - In case of marriage, child birth or child adoption, we support you by offering you free days and financial support (based our internal compensation & benefits policy)
• Additional bonuses - We offer you 150 RON for Christmas and for Easter. Your children will enjoy this benefit too on June 1st, as they will also receive 150 RON; On 8th of March, each woman will receive 150 RON
• Eyeglasses discount – We are supporting you with 800 RON net for eyeglasses.
• Unforeseen situations - In case of unfortunate events, we support you by offering you free days and financial support (compensation & benefits policy)
• Growing number of vacation days - Work-life balance is essential for us, therefore we offer you extra days covering your previous working experience, as per Romanian law
• Birthday Free day - On your birthday, we are surprising you with 1 paid day off to celebrate and enjoy it
• Professional Development - Great opportunities to develop yourself within the company
• Team-buildings - We organize yearly team-building activities, so you get to know each other and build trust among your peers
• Bookster- the road to self-improvement is paved by books. Borrow the books that interest you and your family through the library that comes to your office/home