CG Gümligen HO - Call center
NCE Standard Operations Manager
- 17 September 2026
- 100%
- CG Gümligen HO - Call center
Über den Job
Wer sind wir?
CARBAGAS AG, ein Unternehmen der Air Liquide Gruppe, produziert und liefert qualitativ hochwertige Gase und anspruchsvolle Gaseanwendungen für den industriellen und medizinischen Einsatz.
Wir sind überall in Ihrem Alltag und Sie sehen es nicht! Von den Blasen in Ihrer Limonade über den Chip in Ihrem Smartphone bis hin zur Reduzierung von Umweltemissionen - sind wir bei unseren Kund*innen an der innovativen Entwicklung ihrer Anwendungen beteiligt.
Ihr Beitrag zu unserer Vision | Ihr Einsatz
Manages the following accountabilities:
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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.
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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.
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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).
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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.
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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
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Pre and post invoicing controls rate (invoice correctness)
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Invoice send-out and reach rate
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Customer master data quality, error rate in %
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SLA for implementing customer into systems.
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Compliance to controls / Rate of applied controls
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% transactions in CWS.
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# Default corrected/ # Invoice corrected
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Case closure SLA.
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(Milestones in SFDC.)
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Credit note rate related to data errors.
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Avg time to close case
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Stock adjustment control list
Überzeugt auf ganzer Linie | Ihr Profil
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:
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Language proficiency: Fluent in German and English
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Proven ability to manage and develop individuals with different skill sets, showing concern for people as much as results.
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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.
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An analytical and logical approach, with the ability to use KPIs and data to drive performance and make informed decisions.
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The ability to form relationships, cooperate with other departments, and positively influence others to achieve common goals.
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The ability to identify underlying issues, find solutions for short-term needs, and develop long-term process improvements.
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A solid understanding of the tools the team uses daily, such as SAP and Salesforce.com, to guide their effective use.
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Knowledge and know-how:
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Customer/distributor master data and contacts, and Air Liquide contracts.
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Cases, claims, leads and credit/debit requests.
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Invoicing and controls.
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Order management.
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Air Liquide offer, products and services.
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Air Liquide organisation and principal workflows.
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Soft skills :
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Concerned with people as much as with results
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Shows respect for others
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Gets to know others and forms relationships, connects with other departments (Sales, Supply chain, Finance, etc.) and maintains relationships with colleagues
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Positively influences others, easily obtains cooperation from others, cooperates oneself
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Team player
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Shares knowledge and experience, and makes oneself available
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Listens, gathers information, takes in account the needs, ideas and views of others.
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Open-minded and able to learn from the experience and knowledge of other team members
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Self-driven
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Manages personal efficiency and competing priorities in a sometimes pressured situation.
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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.
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Follows up.
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Demonstrates responsibility and accountability to achieve stated objectives and follow-up rules.
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Promotes and achieves Safety and Security.
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Thrives in a multicultural, dynamic and changing environment.
Unsere Unterschiede machen unsere gemeinsame Leistung aus.
Bei CARBAGAS AG / Air Liquide haben wir uns verpflichtet, ein vielfältiges und inklusives Arbeitsumfeld zu schaffen, das die Vielfalt unserer Mitarbeiter*innen, unserer Kund*innen, Patient*innen, Interessengruppen und Kulturen auf der ganzen Welt berücksichtigt.
Wir begrüssen und berücksichtigen Bewerbungen von allen qualifizierten Bewerber*innen, unabhängig von ihrem Hintergrund. Wir sind der festen Überzeugung, dass eine vielfältige Organisation den Menschen die Möglichkeit bietet, ihre Talente sowohl individuell als auch gemeinschaftlich zum Ausdruck zu bringen. Und dass sie unsere innovationsfähigkeit fördert, indem wir unsere Grundsätze leben, für unseren Erfolg handeln und ein engagiertes Umfeld in einer sich wandelnden Welt schaffen.
