Purpose of the Position:

• The role will be accountable for management of the Bulk product and Ecovar portfolio to maximize strategic and financial targets.

• Review mid to long term PvD outlooks and the implications for investment including capacity planning

• Identify new Bulk, Electronics, and Tonnage opportunities with existing and potential clients

• Identify pricing opportunities to improve product profitability

• Ensure contracts with customers are in-place and implemented

• Identify opportunities for geographic product extension

• Investment case development, commercialization, and key project management

• Manage the Customer Relations Team in relation to order placement and order related queries and customer enquiries including queries, complaints, product information and account information.

Required Qualification / Experience:

• 5+ years’ experience in Sales, Business Development and Marketing

• University degree in marketing, finance, business course or engineering

• Industry experience is an advantage

• Proven deliverer of results

• Understanding of sales and marketing, customer segmentation and account management.

• Proven superior influencing skills

• Experience in working under pressure / high volume environments

• SAP Systems experience / CRM applications / PC package experience

• Considerable commercial knowledge

• Previous experience in contract negotiation / new business acquisition

Duties and Responsibilities:

A.) Bulk, Ecovar, & Tonnage Product Management Responsibilities

o Accountability for the successful delivery of product and pricing strategies

o Gaining insight into customer & market segments and the implications for strategy, market assessment and intelligence

o Key interface across the organization on product service offer development, strategy and implementation

o Ensuring the development of market analyses for input into the development of the market management strategy

o Developing product strategy, customer segment and industry segment focus

o Defining and developing new business and work processes to support the Bulk PSO

o Segmenting and sub-segmenting trend analysis

o Developing product and demand strategies

o Implementing effective swap and wholesale agreements across the regions

o Implementing Best Commercial Practice (BCP) across the region

o Process responsibility and driving product strategy development process

o Accountability for the successful delivery of pricing and contracts strategies

B.) Customer Relations Team Supervision Responsibilities

o Establish a strong commitment to Safety in the entire Customer Relations Team.

o Provides superior coaching and close supervision to all the Customer Relations Officers.

o Accurate and fast order placement including emergency deliveries.

o Accurate identification and recording of customer enquiries, with appropriate ownership and resolution.

o Minimize customer dissatisfaction by ensuring enquiries are handled within agreed timescales.

o Deal with all customer communications via all media sources – phone, fax, email etc.

o Proactive outbound communication – e.g. brought-backs, shortages

o Operate within all defined area and CSC KPI’s.

o Ensure full adherence to agreed Service Level Agreement.

o Actively participates in CSC related Sales campaigns – Opportunity Spotting / Sales lead generation.

o Supporting Linde Brand values through effective customer service.

o Accurate and maximum utilization of SAP functionality in maintenance of customer master database and CRM functionalities, particularly tele query to capture all customer enquiries to support CRM intent.

o Adopt variety of champion roles – customer / area/business /SAP to support multi-skilled role and build effective CSC team.

o Deliver against stretching KPI’s for customer call handling.

o Ensures a “Get it right first time” approach is delivered – supported by online help systems, training and coaching.

o Personally develop selling skills to maximize opportunities and sales to existing or new customers.

o Handle Linde PH’s social media management and telemarketing for prospective clients

o Build strong collaborative relationships with other departments, specifically other CSC teams, distribution, sales and marketing departments.