NCE Customer Service Data Analyst

The mission is to drive operational excellence by generating and managing controls, reporting, and in-depth data analysis. This includes performing analysis of end-to-end process quality, ensuring the control of harmonized process follow-up, and actively tracking key digitization KPIs. By identifying and analyzing operational issues and suggesting data-driven actions, this role is critical for resolving customer and distributor issues, improving efficiency, and maintaining the highest quality of operations.

 

How will you CONTRIBUTE and GROW?

The role manages the following tasks:

• Run compensatory and operational controls: quality and reporting

• Analyze end-to-end process quality to identify bottlenecks, risks, and opportunities for improvement.

• Contribute to projects and external and internal audit as needed

• Control and monitor the adherence to harmonized processes across all teams to ensure consistency and maintain targeted operational quality.

• Track and report on key digitization KPIs to measure the impact of automation and digital transformation initiatives.

• Generate data-driven reports and analyses to identify the root causes of customer, distributor, and internal issues.

• Propose and follow up on corrective actions to drive efficiency and enhance the customer experience.

• Conduct Ecopass and exemption contract follow up

• Conduct data cleaning actions (contract rationalisation ALign)

• Provide reports for a standardized month-end closing

 

Are you a MATCH?

 

Education

A bachelor's degree at minimum is preferred.

Continuous improvement certificate / belt is also preferred.

However, personality, interest in lean, and relevant experience is prioritized over educational degrees.

In addition to induction training, the following mandatory training will be provided annually by Air Liquide:

• Anti bribery

• Antitrust

• Code of conduct

• Good Distribution

• Practice Pharmacovigilance

Experience

As a preferred background, work experience as a trainer and within e.g. customer service, finance, sales or logistics.

Hard skills:

• Language proficiency:

  • At minimum, intermediate in English

  • Fluent in one of the local languages within NCE

• Ability to clearly report findings and collaborate with other departments to ensure process compliance

• Strong ability to analyze end-to-end processes and interpret data to find root causes of issues

• Advanced skills in Excel and experience with BI tools (Power BI, Tableau) for reporting and KPI tracking

• Meticulous and precise in monitoring data, processes, and KPI accuracy

• Proactive in identifying operational issues and proposing data-driven solutions

• Analytical and logical, structured, good with numbers

• Identifies problems, finds solutions to resolve short term needs, and develops long term processes to avoid future occurrences and to make the processes more efficient.

• Adopts new IT systems quickly; examples of Customer Service tools at Air Liquide: ERP system (SAP), CRM (Salesforce.com), Google Apps, Power BI (Wave).

• Quickly learns new procedures and routines, has a precise way of working that respects procedures and routines and ensures consistent, high quality.

• The following knowledge and skills are preferred:

  • Data pools

  • Data manipulation & querying (e.g. SQL, Excel or Google Sheets)

  • Data visualization & BI Tools

  • Statistical Understanding

  • Customer Service processes and KPIs, operational efficiency metrics

  • Business Acumen

  • Air Liquide offer, products and services.

  • Air Liquide organisation and principal workflows.

Soft skills : 

• Concerned with people as much as with results

  • Shows respect for others

  • Gets to know others and forms relationships, connects with other departments (Sales, Supply chain, Finance, etc.) and maintains relationships with colleagues 

  • Positively influences others, easily obtains cooperation from others, cooperates oneself

• Team player

  • Shares knowledge and experience, and makes oneself available

  • Listens, gathers information, takes in account the needs, ideas and views of others.

  • Open-minded and able to learn from the experience and knowledge of other team members

• Self-driven

  • Manages personal efficiency and competing priorities in a sometimes pressured situation.  

  • Initiates actions, ideas or solutions spontaneously on her/his own, undertakes action without waiting for directives, uses all of her/his resources before asking for help, establishes her/his performance objectives and deadlines.

  • Follows up.

• Demonstrates responsibility and accountability to achieve stated objectives and follow-up rules.

• Promotes and achieves Safety and Security.

Thrives in a multicultural, dynamic and changing environment.

 

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.