Customer Service Advisor / Yard Person

Job Description:

How you'll make an impact:

• Handles requests from customers in a local site/depot or branch environment. Includes new account and pricing set up, order entry and queries and internal communication with operations and sales teams

• Take and process sales orders from customers

• Raises manual notes for permitted scenarios and updates Manual Log

• Raises credit notes adhering to the credit note request procedure

• Takes payments from customers and reconciles banking for gas (and equipment, if applicable)

• Calculates commission payments to agents and makes adjustments to cylinder holdings

• Completes manual template to create Proforma Invoices as required

• Provides rapid resolution to issues and assesses when a contact requires escalation or referral to an expert

• Develops and maintains knowledge of products, services and systems as required

• Identifies sales opportunities for referral to the sales team

• Develops strong long term relationships with customers and agents to fully understand their needs

• Provides proactive service to select customers based on outbound contact

• Manages work within KPI / target framework to optimise customer experience and productivity

• Serve and engage with customers at the counter

• Process cash and card payments over the counter securely and responsibly

• Be instrumental in accurate and timely stock counts

• Listen to and resolve customers' complaints regarding products or services

• Delivering goods to customers using dedicated delivery van

• Movement of cylinders in the yard as & when required

• Picking & packing of products in the warehouse as & when required

We'd love to hear from you if you have:

• A passion for offering the highest level of customer service in order to delight our customers

• Confident and clear communication skills across all contact channels

• Demonstrated ability of working within a fast paced, customer facing environment, maintaining high levels of customer service

• Capable of prioritising workload and solving problems

• Able to remain focused in a busy telephone and retail environment

• Willingness to learn about industry, products, customer and agent requirements

• Knowledge of engineering and welding processes and requirements is advantageous but not essential as full training will be given

• A full, clean UK manual driving licence

• A valid forklift licence would be beneficial but not essential