Purpose of Position

• Ensure the best customer experience is provided through addressing all customer Queries Complaints and Disputes in a timely and complete manner, supporting customer retention.
• Manage and execute Query, Complaint and Dispute resolution activities taking ownership of simple and complex request with customers, centers, customer care center, and revenue management by:

 1) Interface between customer and revenue management for invoice dispute reconciliation.

 2) Interface with customer and center to resolve rental disputes.

 3) Interface with customer and center to resolve quality, complaint, or incident reports.

 4) Interface will customer, center, and CCC to manage expedite deliveries.

 5) Ad hock reporting as necessary

• Monitoring all customer interactions ensuring resolutions are provided to the customer according to published SLA’s 
• Prepare, send and receive Customer Survey and feedback and share the results and action plan to the Sales and Executive Leadership Team. 
• Lead the development and harmonization of common processes and training of Customer Service related to Customer Experience activities. Act as a conduit to capture potential improvements and be the advocate for Customer Experience continuous improvement and harmonization. Identify and understand the root cause of recurring customer complaints and recommend continuous improvement exercises.

Why Messer?  

Messer is the world’s largest privately held industrial gases company and what we do matters because it is woven into every part of life, from the medical gases that patients rely on to the essential elements needed to safely and sustainably produce the goods our communities depend on. 

The true strength of Messer is our people—at every level and in every role. 

Join us and take pride in the impact you will make by providing solutions essential to our world and lives. Reach your highest potential at our stable, inclusive company with diverse opportunities in a growing industry, supported by people who care. 

Messer stands apart because we put what matters first, and you matter. 

Principle Responsibilities

Daily

• Working the Case Queue: Proactively go to Customer Interaction Management Tool – when there are cases in your queue: investigation (this could include Salesforce-CRM, SAP, Gold, Paragon, ecommerce platforms and networking with other internal stakeholders) to provide resolution and confirm that all customers interactions have an appropriate answer for the outbound agents to communicate to the customer.
• Ensure that there are no NEW cases waiting for action at the end of each shift.
• Credit Note workflow approval initiator to request in case of Dispute/Complaint are validated and route according to the DOA to be executed by Invoicing team.

Weekly

• Implement, track and report the Customer Key Performance indicators to the Customer Service Supervisor. 
• Case management resolution cycle time; adherence to SLA’s
• Quality of resolution responses before sent to customer
• Analysis of FCR (first contact resolution) vs NFCR 
• Analysis of Cause and Resolution codes – “other” 
• Analysis of Credit Notes trends and escalate for improvements in the appropriate function or OTC improvement teams.
• Internal follow up to guarantee that the functions involved respond the query, complaint, dispute in a time manner . 
• Based on the reporting above: recommend continuous improvement to the customer experience based on root cause analysis. 
• improve Customer Experience by Customer Service acumen of the individual customer service team member with soft skills trainings, Query & Complaint trends, NPS, others .

Regular/Monthly

• Participate in Customer Service/Experience projects. Providing analytical insights from KPI reporting. Special focus in Query, complaint & dispute management activities and Customer Experience improvements including develop & maintain process and training material for Customer Service/Customer Experience

Annually

• Prepare, send and analyze customer’s survey and Customer Satisfaction and prepare and share action plans for improvements for the Sales and ELT members.

Key Interface Detail - Internal/External

• Customer Service Department 
• Agreement Management team
• Query& Complaint/Dispute Management
• Sales Manager and Sales Representatives
• Inside Sales 
• Master Data Team
• Collections
• Administrators:
• CES Administration and Coordinators
• Application Engineering Administration
• Gold Administration
• Bulk plant /cylinder plant/branch/field personnel
• Asset Managers
• IS team
• Vendors - Third Party suppliers etc

Qualifications

• Bachelor’s degree in business administration, Marketing or Engineering
• Minimum 2 years within Customer Service and Administration

Skills

• SAP, Saleforce, Powerpoint, Excel, Word

Business Acumen

• Critical, Cross-Cultural Communication & Collaboration
• Required, Customer Focus - Critical
• Decision-Making and Execution - Critical
• Embracing and Leading Change - Supportive
• Employee Development & Empowerment - Supportive
• Functional & Technical Competence - Required
• Negotiation & Conflict Resolution - Critical, Personal Development - Required
• Process and Project and Risk Management - Critical
• Strategic Thinking and Delivery - Critical

About Messer:  Messer’s safety culture, commitment to providing dependable supply and innovative gas technology solutions help customers unlock opportunities to be safer, more sustainable, more productive and more efficient, so their business thrives. We nurture lasting, meaningful relationships with customers, our communities, and with one another.

We offer comprehensive benefits and appreciable pay, with steady schedules and opportunities for ongoing training and career progression. We prioritize and invest in our people at every level of our organization – the dedication, knowledge, customer focus and entrepreneurial spirit of our employees is what make Messer refreshingly different. 

If you need assistance with the application or would like to request accommodation, call (877) 243-1030.