Customer Engagement Advisor

Overview

As a Customer Engagement Advisor, you ensure reliable deliveries and high-quality customer service within the CryoEase supply chain. You will communicate proactively, resolve issues with internal teams, and maintain accurate records to support operational continuity. The role emphasizes responsive service in a fast-paced environment and collaboration with cross-functional teams. This position offers hybrid work after training, with a focus on customer satisfaction and stakeholder relationships.

Responsibilities

• Respond to a high volume and wide range of customer and driver enquiries
• Provide timely, accurate, and proactive customer communications on delivery arrangements
• Maintain accurate customer records and manage the CryoEase shared mailbox
• Identify customers at risk of leaving and escalate to retention or commercial teams
• Collaborate with internal teams to resolve operational issues and ensure successful deliveries
• Undertake other duties and adapt to changes in responsibilities as needed

Key requirements

• Strong commitment to delivering excellent customer service
• Professional and approachable communicator with a courteous telephone manner
• Solution-focused with solid problem-solving and judgement
• Ability to work effectively in a fast-paced, high-volume operational environment
• Organised and able to manage multiple priorities
• Collaborative team player who adapts to change
• Comfortable using computer systems and MS Office applications (Outlook and Excel)
• Good general standard of education including Mathematics, English and Science at Grade C or above, or equivalent

• customer-centric mindset
• effective communicator
• problem-solving
• adaptability
• Microsoft Office (Outlook, Excel)
• basic computer systems proficiency

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