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
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