NCE Standard Operations Manager

Job description

Who are we? CARBAGAS AG, a company of the Air Liquide Group, produces and supplies high-quality gasses for industrial and medical application among others. In parallel, the company develops and settles tailored gas systems in technical terms. We are everywhere in your daily life and you do not see us! From the gas in your lemonade to the chip in your smartphone through the reduction of gas emission, we take part to our customers’ innovative development of applications. How will you contribute and grow? The mission is to lead and integrate the team responsible for both foundational data integrity and front-line order execution. This involves architecting and overseeing a seamless end-to-end transactional process—from master data creation to final order fulfillment—that is both highly efficient and accurate. The manager will drive continuous improvement, ensuring the team's procedures and skills evolve to meet the challenges of digitization and new ways of working, ultimately guaranteeing a positive customer and distributor experience. Manages the following accountabilities: Lead, coach, and manage the performance of both Order Intake and Standard Data specialists, fostering a collaborative culture where team members share knowledge and experience. Own and continuously improve the entire transactional workflow, from the creation of customer master data and contracts to the final processing of orders, ensuring high quality and consistency. Establish and monitor team Key Performance Indicators (KPIs) related to both data quality (e.g., error rates, credit note rates) and order processing efficiency (e.g., SLA for order entry, digital order rate). Act as the primary liaison between the team and other departments like Sales, Supply Chain, and Finance to ensure smooth collaboration, resolve escalations, and maintain strong working relationships. Drive the team's adaptation to new technologies by promoting the use of digital channels (e.g., EDI, Customer Website) and aligning team procedures with the evolving AI roadmap Processes: The role is focused on Order Intake and Order handling, and Customer data management processes, in parallel to people management. Key figures & KPI The accountabilities of the role are measured by Pre and post invoicing controls rate (invoice correctness) Invoice send-out and reach rate Customer master data quality, error rate in % SLA for implementing customer into systems. Compliance to controls / Rate of applied controls % transactions in CWS. # Default corrected/ # Invoice corrected Case closure SLA. (Milestones in SFDC.) Credit note rate related to data errors. Avg time to close case Stock adjustment control list Are you a match? Education A bachelor's degree at minimum is preferred. However, personality and success in relevant experience area is prioritized over educational degrees. Experience Work experience within e.g. customer service, finance, sales or logistics is preferred. Competencies Hard skills: Language proficiency: Fluent in German and English Proven ability to manage and develop individuals with different skill sets, showing concern for people as much as results. A strong understanding of end-to-end operational workflows and the ability to identify problems and develop long-term solutions to make processes more efficient. An analytical and logical approach, with the ability to use KPIs and data to drive performance and make informed decisions. The ability to form relationships, cooperate with other departments, and positively influence others to achieve common goals. The ability to identify underlying issues, find solutions for short-term needs, and develop long-term process improvements. A solid understanding of the tools the team uses daily, such as SAP and Salesforce.com, to guide their effective use. Knowledge and know-how: Customer/distributor master data and contacts, and Air Liquide contracts. Cases, claims, leads and credit/debit requests. Invoicing and controls. Order management. 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.