Customer Support

5 months ago

Belfast, United Kingdom Air Products Full time

We’re Recruiting Regional Retail and Customer Support - UKI Ireland & Scotland (covering Scotland and Ulster). Home based with car provided.

An exciting opening is now available for a process and customer focused professional. The Regional Retail and Customer Support role is responsible for providing support to the retail channel and end customers in critical elements of the Air Products system and operations. This includes the enactment of process, safety and compliance training for agents and the ongoing support for operational issues relating to AP tools and software. Support for Account Managers with end customer cylinder stock counts for larger disputes in order to aid negotiations regarding loss of cylinders or disputed holdings. The Regional Retail and Customer Support should be fully competent on the relevant AP systems, have a good customer-facing manner and be capable of negotiating on operational matters. The successful applicant will have a have a well-developed business skill set, capable of providing strategic support for retail development in the Merchant Sales Unit and proficient at engaging and building relationships across the network through regular face to face contact with the agents.

Your challenge
- To provide MOBY support for retail channel, AP drivers and support staff.
- To deliver Level 1 safety training to agents and ensure ongoing compliance to AP and British Compressed Gases Association (BCGA) guidelines via planned audits.
- To provide initial training and ongoing support for agents regarding tools such as AG+, QMS, MOBY.
- Support central development of new agent tools and product updates.
- Scheduling and completion of agent and customer cylinder stock counts. For end customers, stock counts of large or complex multi-site customers will be handled by the Regional Retail and Customer Support. Stock counts for smaller customers will be either self-audited or handled by the External Account Manager by agreement.
- Support relevant account manager or RRDM with the negotiation of settlements which may involve payment of lost cylinder charges, or of overdue or disputed rental invoices.
- Support customer retention and growth through proactive training of agents and their staff in order to recognize and share actions to secure ‘at risk’ and ‘growth’ opportunities.
- Support RRDM with growth strategy via agent development and strategic openings / closing of agents.
- Support the RRDM in regular business reviews with agents, covering performance vs targets, development criteria, any stock loss charges and marketing actions.
- Participate in agent campaigns (new business & retention), including engagement with commercial and marketing teams.

Skills and Experience
- 3 years relevant experience in an operational or support environment e.g. stock management at operational or retail sites, account management in B2B environment, support function for retail operation.
- Good customer facing skills and ability to successfully negotiate with customers are essential.
- Ability to understand at a detailed level AP Packaged Gases Order to Receipt processes and the tools associated with asset control and retail activities; e.g. MOBY, Agents Plus, QMS.
- Detail oriented and well-organised individual with ability to communicate, interact and influence at all levels across the Air Products or agent organisations
- High energy individual, willing to travel extensively within allocated area to maximize effective use of time.
- Proficient use of IT to enhance communication, asset management, agent training and operation, which include but not limited to Microsoft Office, SAP, Agents Plus, MOBY, QMS.
- Good standard of education including G.C.S.E Maths, English and Science min grade C.

About you

The role requires a high energy individual to represent the brand. A willingness to travel extensively within the region to maximise effectiveness is essential. The role is contracted to 37 hours a week however travel may be required outside of core hours of business in order to fulfil the role.

More generally, we need dedicated and driven people who are committed to getting it right with a never-ending desire to learn, improve and contribute. In return we offer a culture of respect, challenge and innovation. If that sounds interesting, then come and discover, care, accomplish and thrive at Air Products.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Education**:

- A-Level or equivalent (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

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