Customer Experience Specialist

Customer Experience Specialist

Job description

**Based at Dyce, Aberdeen AB21 0GP**

**Job Function**

To process customer orders on a timely basis, liaising with production and lab to ensure that the customer’s needs are met. Ensuring all relevant documentation and organisation of transport for each order is co-ordinated and administered effectively.***

**Key tasks/responsibilities**:
**Safety -**

Ensure test certificates are up to date in line with UKAS Accreditation.
Notify production of testing required
Issue lifting certificates and dangerous goods certificates for every shipment
E-mail test certificates, dangerous goods certificates and certificate of conformity to customers as required
Maintain own work environment ensuring personal safety
Wear mandatory PPE at all times when in workshop areas and highlight others to do so
Instruct drivers (as first point of contact with the Sales Support team), the mandatory PPE requirements when in the Production area.***

**Customers -**

Liaise with customers on transport requirement, amendments to orders and update the Company Computer Systems as necessary
Update the Company Computer Systems with customers ‘on stop’ / No delivery made until payment is received and advising the customer/purchaser of this
When opportune sell and manage customer expectations
Answer phone and deal with customer queries, maintaining communication for delayed orders
Exceed customer expectations by forward planning, by preparing customer documentation ahead of time
Order progress chasing - keep customers informed
File all certificates for future customers’ needs
Daily despatch checks - checking all information on the control cards agree with the despatch note ensuring each control card is signed correctly. Any errors must be advised and concluded with Production/Operations.***

**Communication -**

Notify internal departments when customer orders have changed
Maintain market knowledge
Feedback to everyone, comments positive and negative from customers
Liaise with sales on customer complaints

**Invoicing & Finance -**

Using the Company Computer Systems to raise gas sales orders, delivery notes ensuring all required information is completed e.g. purchase order number, TBC Transport
Provide support to the Finance department regarding all invoicing
Deal with gas invoice queries

**Company Policy/Procedure -**

Collate documentation packs ready for orders going out
Complete all correspondence in a timely manner according to Company standards
Ensure competent in all duties within the Sales Support Department***

Job requirements

**Qualifications**

***
- Educated to secondary school level or equivalent (to include Maths & English)
- Dangerous Goods by Sea Certificate

**Critical Competencies/Skills**
- Excellent English - verbal and written communication skills
- Nimble Learning
- Customer Focus
- Interpersonal Savvy
- Demonstrates Self Awareness
- Drives Results
- Collaborates
- Knowledge of the Company Computer Systems
- Competent IT skills
- Comply with the Company Business Management System including Quality, Safety, and Environmental requirements (as appropriate)

About Us

Nippon Gases is one of the leading companies in the industrial and medical gases business in Europe. We service more than 150,000 customers and have a diversified involvement in broad industries such as healthcare, food, manufacturing, metallurgy, chemical products, electronics and energy. We aim to create social value through innovative gas solutions that increase industrial productivity, enhance human well-being and contribute to a more sustainable future.
Making life better through gas technology.

What can you expect from us?

We are an industrial company in which safety and integrity come first, as it could not be otherwise. We bet on the talent of each of our employees, creating opportunities for development and learning, as well as offering an environment of personal conciliation. Our employees are the key to achieve high customer satisfaction and be, day by day, your choice. We have a high commitment to society and respect for the environment. These values make us a great company with solid and continuous financial results.

Equal Opportunity Employment Policy