Order Management Specialist
Location: Crewe, United Kingdom
Time Type: Full time
Posted on: Offre publiée il y a 2 jours
Job Requisition ID: JR-2024-13929
Chez Air Products, notre objectif est de rassembler les gens pour réimaginer ce qui est possible, collaborer et innover des solutions aux défis les plus importants du monde en matière d’énergie et de durabilité de l’environnement. Grandissez avec nous et construisons ensemble l’avenir en devenant la société de gaz industriels la plus sûre, la plus diversifiée et la plus rentable au monde.
Réimaginer ce qui est possible
As part of our dynamic service centre, you’ll have an integral part to play in supporting customers within the Package Gas Sector of the Industrial Gas Industry. Your role will be to handle inbound interactions from customers in relation to every aspect of their order placement journey, while liaising across the business to ensure on time and in full deliveries. Responding to our Customers in a friendly, supportive and timely manner. In return you’ll enjoy extensive training, the opportunity to build a wealth of transferable skills, and ongoing coaching and support to enhance your development and open progression prospects.
What you’ll do:
* Outstanding customer service, and a passion for helping our internal/external customers.
* Management of any potential failed orders/deliveries ensuring speedy customer resolution whilst minimising cost implications to the business.
* Ability to follow procedures and compliance for the creation of accurate deliveries and collections to meet customer expectations.
* Accurate completion of customer records/administration tasks.
* Commercial awareness to identify any potential customers at risk of leaving Air Products that can be linked to the appropriate team to retain.
* Competent negotiation & application of relevant charges for additional or ad hoc services.
* Ability to flex as a cross-functional support for deliveries team when required.
* Exemplify agreed company competencies when dealing with customers.
* Work to anticipate customer needs and ensure customer satisfaction.
* Deliver excellent customer service to new and existing customers by efficiently & confidently managing inbound calls achieving customer satisfaction.
* Maintain, develop and apply knowledge of relevant products/process area to respond to queries and request from customers within a defined timescale.
* Use all customer contacts as an opportunity to identify customer needs and voice of dissatisfaction. Take personal responsibility in these instances to ensure appropriate action is taken to resolve issues and improve working practice.
* Target retention of business through customer care and efficient service.
* Instigate & drive through process improvement initiatives to make us easier to do business with.
* Provide support and assistance, especially to those within your team, as well as other teams while being accountable for your own performance.
* Timely and accurate administration work, including recording of full notes on all systems.
* Develop the skills and behaviours targeted in your Personal Development Plan to support improved performance going forward.
What we are looking for:
* Passion to deliver excellent customer service with ability to share difficult customer conversations.
* Confident and professional telephone manner.
* Ability to work in a fast-paced environment.
* Highly accurate data input.
* Maths & English GCSE.
* Multitasking.
* Friendly and able to communicate at all levels.
* Excellent organisation skills.
* Good working knowledge of basic computer programmes.
* Proven ability to adapt to change.
* Team player.
* Excellent problem-solving skills.
What we offer:
* Full time, permanent contract with 37.5 working hours a week.
* Hybrid working schedule (2 days a week in the office after training completion).
* Competitive salary.
* 26 days holidays.
* Onsite parking.
Nous sommes le plus grand producteur d’hydrogène au monde et possédons plus de 80 ans d’expérience dans le domaine des gaz industriels. Nous sommes des experts de l’hydrogène et des gaz industriels qui fournissent des solutions sûres et complètes, qui investissent dans des projets d’énergie propre à grande échelle et qui font progresser l’industrie pour créer un avenir plus propre.
Chez Air Products, nous travaillons dans un environnement où la sécurité passe avant tout, où la diversité est essentielle, où l’inclusion est notre culture et où chaque personne sait qu’elle a sa place et qu’elle compte.
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