Contact Center Officer with German

Employer: Linde Global Services Romania SRL
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Timisoara
  • nationwide
    Updated at: 29.11.2022
    Short company description

    Since 2014, Linde Global Services Romania (LGS Romania) is the captive shared service center of Linde plc based in Timisoara, processing and supporting a variety of intra-company functions and services in the area of Order-to-Cash 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. 

    Requirements

    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)

    Responsibilities

    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

    Other info

    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