Complaint Dispute Resolution Analyst

The Linde Group Bridgewater , NJ 08807

Posted 2 months ago

Overview

Complaint Dispute Resolution Analyst

We are a technology and applications leader with the industry knowledge and applications expertise to meet customer needs across industrial, food, medical, chemical and electronics industries. We offer over 120 years of proven experience in the safe and reliable production and delivery of industrial, medical and specialty gases. We're the talented people you know and trust, now with a new name.

Formed in 2019 after our business was acquired from Linde AG by Messer Group and CVC Capital Partners, we draw on a rich heritage of industrial gases expertise to meet customer needs. We know the industries we serve inside and out and we know our customers depend on us for more than just safe and reliable supply.

Today our deep understanding of industry trends and customer requirements allows us to collaborate intensely with customers to identify and develop long-term solutions that deliver competitive advantage. Our in-depth knowledge of customers' manufacturing processes enables turn-key engineering with minimal plant downtime, and our technology development capabilities are unrivaled.

Responsibilities

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.

Qualifications

Required Education

  • Bachelor Degree required - preferred in Business Administration, Marketing or Engineering

Required Qualifications

  • Minimum 2 years experience in Customer Dispute Resolution and Administration

  • Professional communication skills both verbal and written

Computer Skills

  • Required SAP, Saleforce and Excel
  • MS Office Powerpoint and Word preferred

Join us and you will be part of a company that values and supports your career. We offer competitive pay and benefits, with set schedules, steady work and opportunities for ongoing training and career progression.

Together we value innovation, efficiency and flexibility. Putting safety first, working with integrity and respect, we encourage everyone to find solutions for success. That means for our customers and for our colleagues. This makes us a great place to build a career where your skills are valued and developed.

Apply today @ https://uscareers-messer.icims.com

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

Messer North America is an Equal Opportunity Employer (EOE). Company provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disabled status or any legally recognized status entitled to protection under applicable federal, state, or local laws.


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Complaint Dispute Resolution Analyst

The Linde Group