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Customer Service Advisor

3 months ago

Grimsby, North East Lincolnshire, United Kingdom Air Liquide UK Ltd Full time

Delivering Gas Solutions To The British Industry.

Energas is a key part of the Air Liquide Group presence in the UK. Energas are a leading service provider of cylinder gases to a variety of industry sectors in the UK, delivering a local and personal service, combined with global quality products and expert technical support. Energas supply a comprehensive range of cylinder gases to suit the needs of industry from stock. All of our cylinder gases are available in a variety of sizes, ranging from small portable cylinders through to high capacity cylinder packs.

For over 60 years we have provided the best industrial gas supply and service, we continue to strive to exceed our customer's expectations every day.

We pride ourselves on offering a responsive, high quality and local service.

How will you CONTRIBUTE and GROW?

We are looking for a Customer Service Advisor to join our team who will answer customer enquiries and resolve customer issues in an efficient and timely manner.

  • 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
  • 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
  • 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
  • Process cash and card payments over the counter securely and responsibly
  • Take initiative by informing regular customers of new products or services and price changes
  • Listen to and resolve customers' complaints regarding products or services
  • Answer customers' questions about merchandise and advise customers on merchandise selection
  • Be instrumental in accurate and timely stock counts

Are you a MATCH?

  • Confident and clear communication skills across all contact channels
  • Capable of prioritising workload and solving problems
  • Able to remain focused in a busy telephone environment
  • Willingness to learn about industry, products, customer and agent requirements

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.