Order Process SME

Order Process SME

BOC Limited, a Linde company

Worsley, Manchester | req
26737

• 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 (e.g., 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.
• 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.accia

• Strong customer service background with experience handling orders, queries and complaints in aetooth.
• Confident communicator with excellent telephone and written communication skills.
• Proven ability to remain calm, professional and solution‑focused in challenging or high‑pressure situations.
• Strong problem‑solving skills and ability to investigate issues and identify root causes.
• Comfortable working with multiple systems and software (e.g., SAP, Salesforce).
• Collaborative approach when working across teams and external partners to achieve positive customer outcomes.
• Highly organised with good attention to detail and ownership of tasks from start to finish.

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 the right thing, 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 limitlessოვა opportunities to grow and make a difference, all over the world.

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, and provides 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.

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 avaliar adjustments to enable you to give your best. پارٹی

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!

BOC Limited, a Linde company

Heather May