Job Description

Company presentation

World leader in gases, technologies and services for Industry and Health, Air Liquide is present in 80 countries with approximately 66,000 employees and serves more than 3,6 million customers and patients. Oxygen, nitrogen and hydrogen have been at the core of the company’s activities since its creation in 1902. Air Liquide’s ambition is to be the leader in its industry, delivering long-term performance and acting responsibly.
Entity and activity description
Air Liquide Philippines, Inc. and its subsidiaries, a fully owned subsidiary of Air Liquide, started its operations in December 1994. Currently with over 280 employees, Air Liquide in the Philippines operates Air Separation Units, Hydrogen Plants, Carbon Dioxide Plants, Cylinder Refilling Stations and Cylinder Depots, On-site Plants and Pipeline Networks nationwide. Air Liquide Philippines is serving different markets and industries such as Electronics, Food, Pharmaceuticals, Steel, Automotive, Shipbuilding, and Healthcare.
Missions and Responsibilities

1. Customer Master Data Management

• Maintaining correct and up-to-date customer details [address, email, telephone number] in Customer Management System (CMS)
• Ensure that mandatory fields and information required by the commercial, internal auditors and customer care are obtained available in Customer Information Sheet
• Ensure that process documents, customer forms are up to date and adheres to external and internal guidelines

• Act as a CX-digital champion for all customer care related digital tools, ensuring that it is utilized and reports any improvements or concerns the customers or the team might have or encounter
• Assists and supports in customer accounts and works with Sales support team for creation and correctness of pricing and customer accounts in the business systems
• Proactively and promptly updates the internal stakeholders whenever there are changes, updates in business systems eg: Gideons

• Conduct customer onboarding with the customers prior or after the first order being placed
• Support other customer experience initiatives, programs for customers such as Customer Experience Championship
• Initiate, develop and implement innovative ideas through digitalization to improve customer experience
• Support and influence customers to achieve / maintain acceptable VOC ratio and NPS
• Proactively collaborate and participate effectively across diverse ROC and operations teams to achieve common goals through the driver of convergence for people, respective domain process and tools

• Ensure that all process documentation are up to date and shared to internally through AODOcs and other business platforms
• acts as a liaison between internal/external auditors for items pertaining to Customer Care and other Sales admin related inquiries