BOC Limited, a Linde company
Order Process SME
Worsley, Manchester | req26737
What you will enjoy doing
* You will act as first point of contact for customer calls and cases – resolving orders/queries professionally and accurately while meeting agreed KPIs and service levels
* Own end to end feedback and customer complaints including investigation, escalation, root cause analysis and resolution in line with company process and policy.
* Liaise closely with internal teams and external partners (eg transport, production, credit management and outsourced partners to resolve delivery, account and service issues.
* You will manage complex delivery and equipment issues, including emergency deliveries, faulty cylinders and equipment breakdowns ensuring clear communication with customers throughout.
* Further you will maintain accurate customer records and case notes to ensure audit compliance, data quality and effective follow up.
* Support continuous improvement by identifying trends, promoting self service solutions, and contributing to process and service enhancements
What makes you great
* You have a strong customer service background with experience of handling orders, queries and complaints in a fast-paced environment.
* You are confident communicator with excellent telephone and written communication skills
* Proven ability to remain calm, professional and solution focused in challenging or high-pressure situations.
* A strong problem-solving skills with the ability to investigate issues and identify root causes
* You are comfortable working with multiple systems and software (EG SAP, Salesforce)
* You have the ability to work collaboratively across teams and external partners to achieve positive customer outcomes.
* In addition highly organised with good attention to detail and ownership of tasks from start to finish.
Why you will love working with us
We are the largest provider of industrial, medical and special gases in the UK and Ireland. From cutting harmful emissions, to providing life-saving oxygen and keeping food fresh, our gases play an essential role in everyday life. Our values – Safety, Integrity, Accountability, Inclusion and Community are at the heart of everything we do. They help us create an environment that puts safety first, where people do things the right way, new ideas are welcomed and everyone can be themselves.
At BOC, we take pride in our people and work hard to provide an enriching, enjoyable place to work. We have a clear vision: to be the place where a diverse mix of talented people want to come, stay and excel. We are always raising the bar, and because we are part of Linde, a global company, our people have limitless opportunities to grow and make a difference, all over the world.
What we offer you!
At Linde, the sky is not the limit. If you’re looking to build a career where your work reaches beyond your job description and betters the people with whom you work, the communities we serve, and the world in which we all live, at Linde, your opportunities are limitless. Be Linde. Be Limitless.
We offer a competitive salary and benefits package with pension and life assurance as standard. In addition, we offer 25 days paid leave and a range of other flexible leave benefits, so that you have time to do the things you enjoy. Our recognition & reward platform celebrates great work and special moments, as well as providing a hub for health and well-being benefits, including a wide selection of savings and offers at well-known retailers.
Grow to be your best and drive your career with the training and development opportunities we offer.
Have we inspired you? Lets talk about it
We are an equal opportunity employer committed to fostering an inclusive environment where everyone feels welcome, valued and empowered to bring their whole selves to work every day. We are more than happy to work with you to provide reasonable adjustments to enable you to present your best self.
Not sure if you fulfil the full criteria for this role? Regardless, we'd still like to hear from you! We look forward to receiving your application via our online careers site, hearing your story and getting to know you better!
Your contact person
BOC Limited, a Linde company
Heather May
Any designations used of course apply to persons of all genders. The form of speech used here is for simplicity only.
BOC Limited, a Linde company acts responsibly towards its shareholders, business partners, employees, society and the environment in every one of its business areas, regions and locations across the globe. The company is committed to technologies and products that unite the goals of customer value and sustainable development.