Customer Service Advisor

Air Liquide; Coleshill CP; On-site; GBP 21,000 - 27,000; Full time

Job summary

Air Liquide UK is seeking a customer service advisor to join the Coleshill team. You will be the first point of contact for customers, managing orders, answering queries and ensuring accurate processing at the counter.

You'll handle account setup, pricing, invoicing and payments, while developing knowledge of products and services to advise customers effectively. This role emphasizes teamwork, KPIs and delivering an excellent customer experience.

Qualifications

• The ideal candidate has strong communication skills and is able to assist customers across phone, email and in person.
• Good problem-solving and ability to prioritise workload in a busy environment.
• Confident, organised and quick to learn about products and processes.

Responsibilities

• Process daily orders and handle customer queries across phone, email and in person.
• Set up new accounts and pricing, enter orders and coordinate with operations and sales teams.
• Raise credit notes and process cash and card payments securely at the counter.
• Provide proactive service, build long-term relationships with customers and agents.
• Identify sales opportunities and escalate complex issues to the appropriate expert.

Skills

Customer service

Communication

Organisational skills

Problem solving

Job description

Air Liquide is a global leader in the gas industry not by chance, but through our constant
advances in the technological field. So when it comes to recruiting great people to join our
business we take it seriously. We believe our talented people and their passion for our
Business is what brings success to our group.

Working at Air Liquide UK means having opportunities to evolve in an environment that
actively promotes and encourages its people, recognises expertise, and offers genuine
opportunities that provide colleagues with autonomy and accountability.

We believe our people are the cornerstone of our Company as such we care about the
development and growth of our people and teams as much as the development and growth of
our business.

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How will you CONTRIBUTE and GROW?

Air Liquide is searching for an enthusiastic and customer-focused Customer Service Advisor to join our team in Coleshill, Birmingham. In this role, you will be the primary point of contact for our customers, managing daily order processing, and handling customer queries.

• 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

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Are you a MATCH?

The ideal person for this role will have strong communication skills, with an ability to serve customers across the phone, email, and face-to- face.

We also look for:

• A problem solving mindset, an ability to troubleshoot customer issues and escalating complex matters when needed.
• An ability to prioritise your workload and work in an organised manor.
• 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.