Analyst, Customer Experience

Job Summary:

The Customer Experience Analyst plays a critical role in Messer’s service delivery to our customers. In this role, your main objective is to ensure the best customer experience is provided through addressing all customer queries, complaints and disputes in a timely and complete manner, supporting customer retention.

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.

The salary range for this position is $24.00-$36.00 USD. Messer provides medical, dental, vision, short term disability, life insurance and paid time off as well as other voluntary benefits, such as, long term disability in accordance with the terms and conditions of these Plans. Employees are eligible to enroll in Messer’s 401(k) Plan. Employees may be eligible to participate in the company’s bonus program

Principal Responsibilities:

- 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:

- Interface between customer and revenue management for invoice dispute reconciliation.

- Interface with customer and center to resolve rental disputes.

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

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

- Monitor all customer interactions ensuring resolutions are provided to the customer according to published Service Level Agreements (SLA’s)

- 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.

- Work the Case Queue with the Customer Interaction Management Tool

- Perform investigation (which could include Salesforce-CRM, SAP, Gold, Paragon, ecommerce platforms and networking with other internal stakeholders) to provide resolution and confirm that all customer interactions have an appropriate answer for the outbound agents to communicate to the customer.

- Credit Note workflow approval initiator to request in case of Disputes/Complaints are validated and route according to the DOA to be executed by Invoicing team.

- Implement, track and report the Customer Key Performance Indicators (KPI’s) to the Customer Service Supervisor.

- Ensure case management resolution cycle time adheres to Service Level Agreements (SLA’s)

- Validate quality of resolution responses before sent to customer

- Analysis of FCR (first contact resolution) vs NFCR (non-first contact resolution)

- Analysis of cause and resolution codes

- Analysis of credit notes trends and escalate for improvements in the appropriate function or OTC improvement teams.

- Ensure internal follow-up to guarantee that all relevant functions address queries, complaints, and disputes in a timely manner.

- Recommend continuous improvement to the customer experience based on root cause analysis.

- Enhance customer experience by combining each customer service team member’s expertise with soft skills training, insights from query and complaint trends, NPS results, and other key feedback.

- Participate in Customer Service and Customer Experience projects by delivering analytical insights through KPI reporting, with a strong focus on query, complaint, and dispute management. Drive customer experience enhancements by developing and maintaining processes, as well as creating and updating training materials for the Customer Service/Customer Experience teams.

- Prepare, distribute, and analyze Customer Satisfaction Survey results, then develop and share actionable improvement plans with the Sales team and ELT members.

Required Skills:

- SAP, Salesforce, PowerPoint, Excel, Word

- Root-cause analysist

- Survey administration

- Cross-Cultural Communication & Collaboration

- Demonstrate strong Customer Focus, Decision-Making skills

- Able to Embrace and lead change

- Functional & technical competence, negotiation & conflict resolution

Basic Qualifications:

- Bachelor’s degree in business administration, Marketing or Engineering or similar field

- Minimum 2 years within Customer Service and Administration

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.