Customer Service Coordinator X 2

About BOC

BOC, a member of Linde PLC, is known as one of the world leaders in gases, engineering and healthcare. We develop safe, sustainable and innovative solutions for customers in many specialty sectors, heavy industry and medical environments. For more than a century, the company’s gases and expertise have contributed to advances in industry and everyday life, including steelmaking, refining, chemical processing, environmental protection, wastewater treatment, welding and cutting, food processing and distribution, glass production, electronics and health care.

The Role

As a Customer Service Coordinator, you shallsupport the BOC business by providing a leading level of knowledge and skill specific to the Order and Delivery stages of the Order to Cash process. As second-tier support to frontline agents for complex order and delivery enquiries, you will work alongside internal stakeholders to ensure the smooth delivery of customer orders 

This is a hybrid role with the opportunity to work from home 3 days per week.

Your duties will include:  

• Be the contact point for Production and Deliver teams regarding order errors or delivery issues and liaise with the appropriate team members to address.
• Communicate with customers about their delayed deliveries and where applicable, facilitate the urgent delivery
• Create and maintain customer call clans as well as support call plan optimization activities
• Communicating with Drivers who contact CSC to advise of failed customer delivery attempts, making the appropriate changes to the delivery docket and order in SAP to ensure the delivery is rescheduled for the required date, in addition to communication with the customer about the delivery attempt and the revised delivery date
• Be the first point of contact, representing BOC, for customers across all segments who call the Emergency phone line, ensuring the Emergency Escalation Process is followed and that the relevant member of the Emergency Response Team is notified
• Take ownership with a ‘case management’ approach to customer cases, ensuring the customer is kept informed proactively throughout the investigation, that you resolve the root cause of the issue, and confirm the customer is satisfied with the resolution. Providing feedback to leadership of any gaps or inefficiencies with Customer Service processes.

To succeed in this role, you will need:

• Strong time management skills with the ability to effectively communicate turnaround time expectations and deliver on those expectations
• Advanced problem-solving skills, critical thinker with strong communication skills
• Good attention to detail, high-level accuracy for data entry/capture
• Knowledge of SalesForce, Case Management and SAP is desirable
• Experience in scheduling delivers, including Order to Cash policies, procedures and product service offers
• Customer service experience, especially with complex customer dispute resolution and case management handling preferred.

Why you will love working with us

At BOC we understand and respect a work/life balance, and that's why we have introduced initiatives such as generous parental leave, flexible working arrangements and attractive superannuation benefits. We are also firmly enthusiastic and involved when it comes to the community as well as our partner charities with organisations such as Road Safety Education and Redkite. 

BOC is proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and benefits here: https://au.work180.co/employer/boc-au 

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