Customer Service Representative

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 

PRINCIPAL ACCOUNTABILITIES

• Order taking management (Phone, Email, Fax…etc.)
• Collect customers’ voice, and update to the accountable function for future improvement.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Responsible for customer PO management.
• Support in billing process.
• Coordinate customers’ requirement with Operation, Distribution, and Sales.
• Maintain and ensure all customer information & required data are captured in the Ordering System (SAP/LBShell)
• Provide training to new CSR.
• Routine coach to CSR team.
• Provide dialogue script prompts for CSR to read during their phone calls.

JOB REQUIREMENTS

• Bachelor’s Degree.
• Able to read & write in English.
• Minimum 4 years working experience in customer service.
• Familiarity with MS Office software.
• Strong phone contact handling skills and active listening.
• Thorough understanding of communication techniques and practices
• Proficiency in multitasking
• Excellent communication and presentation skills.
• Customer orientation and ability to adapt/respond to different types of characters

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.