Service and Account Support

3 weeks ago

Nuneaton, United Kingdom Gatekeeper Systems UK Limited Full time

**Job Description - Service and Account** **Support**

Gatekeeper Systems is a leading global provider of supermarket loss prevention technology. Due to continued growth in the UK, we are looking for a full time **Service and Account** **Support **to join our Team in Nuneaton, Warwickshire. This wide and varied role will suit someone who is highly organised, adaptable and self-motivated, with the ability to multi-task and prioritise effectively, with great follow-up and follow-through to completion skills.

Reporting into the Service Manager, the **Service and Account** **Support **will work as part of a team responsible for account activity of our customers for the UK business.

The successful applicant will have good organisational skills and a high level of accuracy and be confident using Navision and Microsoft packages including Outlook, Excel and Word.

Be a hands-on and willing to support the efficient running of our department, working closely with the Service Manager, and the Team, to ensure the smooth-running of the function. We are looking for a reliable, intelligent, honest and hard-working individual who has a passion for people and wants to be part of a fast growing, but fun company, working hard to help improve our efficiency.

As part of our drive to make Gatekeepera great place to work. We are proud to be an inclusive and diverse company where we are committed to employee development and recognising success for hard working performers. Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future and continue to work in an environment where team culture thrives.

**ROLE SUMMARY**:
**ESSENTIAL JOB FUNCTIONS**:

- Review database for active accounts and correct product usage
- Read system site plans and interpret to create an accurate quote
- Create quote for services requested and send to customers for approval
- Create sales order and work order upon receipt of approved quote, work order or purchase order
- Respond to customer requests for service updates by looking in company systems for status, forward to service coordinators if no service ETA was located
- Manage assigned cases in a timely manner
- Request, obtain and process purchase orders and change orders
- Verify bill-to on purchase orders/work orders matches quote/case
- Save any supporting documents to the case in CRM or to customer folder as required
- Update notes of the service request and provide any recent/ongoing issues with the store
- Research and provide service updates as main point of contact to assigned customers
- Escalate customer issues as required to a senior coordinator, technical services, project managers or project and account coordinators as necessary
- Follow up on open cases and long-term service issues
- Save supporting documentation to network folders
- Maintain data on service reports
- Submit site plan change requests to technical services or account managers to update
- Work in unison with account managers to request updates to customer cards, install cards and site plans
- Work in partnership with installs and coordination-scheduling
- Pull data from Gatekeeper Systems’ monitoring online and proactively contact customers to resolve any issues
- Customer research
- Records management
- Perform required functions in customer online portals
- Support the service coordinator or install coordinator team as needed

**QUALIFICATION REQUIREMENTS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Uncompromised approach to and respect for confidentiality.
- Unquestionable workplace ethics.
- Own all assigned tasks
- Welcoming, positive, and inclusive attitude.
- Ability to communicate with, and work effectively through other people at all levels of the Company
- Highly organised, detail-oriented, and great follow-up and follow-through skills.
- Computer skills, including software used in this office (Navision, Word, Excel, PowerPoint, Outlook, CRM).
- Accuracy in scheduling and maintaining calendars, tracking report information, calculating certain metrics
- Ability to multi-task and prioritise effectively without continuous supervision

**EDUCATION AND/OR EXPERIENCE**

One year of office experience and six months of customer service experience. Experience in a technical or manufacturing environment is highly desirable. Strong communication skills, ability to multi-task and ability to retain training knowledge to work independently are a must.

**LANGUAGE SKILLS**

Ability to read, analyse and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectivel

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