At Air Products, we reimagine what’s possible. By tapping into the motivation of our people and our collective experience, we create the ideas and innovations that drive us forward. When we come together – where every voice is heard and everyone knows they belong and matter – we create solutions that launch people into space, support lifesaving care in hospitals, and enable the construction of groundbreaking, world scale production facilities.
Reimagine What’s Possible
As a Customer Engagement Advisor, you’ll play a key role in supporting the customer-facing element of the CryoEase supply chain. You’ll provide high quality, day to day operational support for customer and driver-related activities, helping to ensure consistent, successful deliveries and a high standard of customer service.
Through proactive communication, problem-solving and accurate administration, you’ll contribute to customer satisfaction, operational continuity and positive internal and external stakeholder relationships.
Key Responsibilities
- Respond professionally to a high volume and wide range of customer and driver related enquiries
- Identify practical solutions that balance customer expectations with business requirements
- Provide timely, accurate and proactive customer communications, including updates to delivery arrangements
- Maintain accurate customer records and manage the CryoEase shared mailbox within agreed timescales
- Identify customers at risk of leaving Air Products and escalate appropriately to retention or commercial teams
- Work closely with internal teams to resolve operational issues and support successful deliveries
- Undertake other reasonable duties and adapt to changes in responsibilities or working arrangements in line with business needs.
What We Are Looking For
- A strong commitment to delivering excellent customer service, including confidence in handling challenging conversations
- A professional and approachable communicator with a courteous telephone manner
- A solution focused individual with strong problem-solving skills and sound judgement
- Someone who can work effectively in a fast-paced, high-volume operational environment
- Organised, accurate and able to manage multiple priorities
- A collaborative team player who adapts positively to change
- Comfortable using computer systems and standard Microsoft Office applications, including Outlook and Excel
- A good general standard of education, including Mathematics, English and Science at Grade C or above, or equivalent
Working Arrangements
- Hybrid Working: Following completion of training, you’ll transition to a hybrid working model, combining office based and home working.
- Shift Pattern: The team operates between 8:00am and 5:00pm. You’ll work 7.5 hour shifts within these hours, with start and finish times varying according to team coverage, annual leave and business needs. The role includes occasional Saturday working as part of a team rota, with a day off during the week in return.
Founded in 1940, Air Products is a world-leading industrial gases company and has a proud history of innovation, operational excellence, with an unwavering commitment to safety and environmental stewardship. Working together, we are taking our passion and diverse backgrounds forward to reimagine what’s possible and generate a cleaner future for our customers, our communities, and the world.
Skills Required
- Excellent customer service skills, including confidence handling challenging conversations
- Professional and approachable communication skills with a courteous telephone manner
- Strong problem-solving skills and sound judgment
- Ability to work in a fast-paced, high-volume operational environment
- Strong organization, accuracy, and ability to manage multiple priorities
- Collaborative teamwork and adaptability to change
- Comfort using computer systems and Microsoft Office applications, including Outlook and Excel
- General education including Mathematics, English, and Science at Grade C or above, or equivalent
What We Do
Air Products (NYSE:APD) is a world-leading industrial gases company in operation for over 80 years focused on serving energy, environmental, and emerging markets. The Company has two growth pillars driven by sustainability. Air Products’ base business provides essential industrial gases, related equipment and applications expertise to customers in dozens of industries, including refining, chemicals, metals, electronics, manufacturing, and food. The Company also develops, engineers, builds, owns and operates some of the world's largest clean hydrogen projects supporting the transition to low- and zero-carbon energy in the heavy-duty transportation and industrial sectors. Additionally, Air Products is the world leader in the supply of liquefied natural gas process technology and equipment, and provides turbomachinery, membrane systems and cryogenic containers globally. The Company had fiscal 2023 sales of $12.6 billion from operations in approximately 50 countries and has a current market capitalization of about $65 billion. Approximately 23,000 passionate, talented and committed employees from diverse backgrounds are driven by Air Products’ higher purpose to create innovative solutions that benefit the environment, enhance sustainability and reimagine what's possible to address the challenges facing customers, communities, and the world.
