At Air Products, our purpose is to bring people together to reimagine what’s possible, collaborate and innovate solutions to the world’s most significant energy and environmental sustainability challenges. Grow with us as we embark on building tomorrow together by being the safest, most diverse and most profitable industrial gas company in the world. Reimagine What’s Possible AIR PRODUCTS PLC POSITION DESCRIPTION UKI I. ORGANIZATION POSITION TITLE: Order Management Representative REPORTS TO: Order Management Group Lead ORGANISATION: Industrial Gases (IG) DATE: [05/2018] DEPARTMENT: [Order Management] LOCATION: [Crewe] Person completing the position description form: Laura Nicholson II. POSITION SUMMARY Customer facing link of the supply chain with the purpose of placing and managing UKI Industrial Gases order and collections. They receive communication from individual and large customers by phone, e-mail and direct customer portal where they input accurate orders into the supply chain software so that the asset and scheduling team can complete the process by delivering the product to the customer. III. DIMENSIONS: 45,000 Packaged Gases customers 10 Direct Depots 300 Agents / Sales centres Revenue of cylinder & Equipment sales £244 million per annum via multiple channels Direct orders and associated order related contacts circa 11,000 per month 4,000 inbound calls per month 7,000 e-mails per month 6200 Orders / 881 Collections placed per month. IV. PRINCIPAL ACCOUNTABILITIES - Management of timely, accurate and cost effective deliveries and collections to meet customer expectations. 60% - Daily management of administration tasks in relation to on time and complete deliveries. 20% Key relationship building with customers and internal / external colleagues to maximise the customer experience 15% Commercial awareness -to pick up on, openly question and direct any potential lost business retention opportunities to appropriate team 5% - To achieve individual and team key service metrics to ensure customer satisfaction. N/A V. MINIMUM REQUIREMENTS AND QUALIFICATIONS Education Requirements: Maths & English GCSE (C ) Skills and Experience: Passion to deliver excellent customer service Confident and professional telephone manner Friendly and able to communicate at all levels Excellent organisation skills Good working knowledge of basic computer programmes Proven ability to adaptable to change Team player We are the world’s largest hydrogen producer with over 80 years of industrial gas experience. We are hydrogen and industrial gas experts delivering safe, end-to-end solutions, investing in real, clean energy projects at scale, and driving the industry forward to generate a cleaner future. At Air Products, we work in an environment where we put safety first, diversity is essential, inclusion is our culture, and each person knows they belong and matter. To learn more, visit About Air Products. Employee and Applicant Rights Behind every success and innovation that has made a difference in the world, you will find a team of passionate people who helped make it possible. At Air Products, our talented people help each other and our customers thrive. We are driven to discover, care and accomplish. To our colleagues, we are valued and respected teammates. To our customers, we are partners in creating value. To our communities, we are caring, involved neighbors and committed stewards of the environment. Join our Talent Network and we'll get in touch if there's a role that seems like a good match for you. More than 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.