Sales Support Associate

Air Liquide; Newcastle upon Tyne; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401k with company matching

Tuition reimbursement

Job summary

Airgas, an Air Liquide company, is seeking a Sales Support Associate to drive flawless order processing and responsive customer support. You will craft efficient workflows, handle inbound queries, and assist regional sales teams with quotations and documentation.

Based in the Newcastle area, this office-based role emphasizes process design, ERP data updates, and proactive communication to enhance the customer experience and operational efficiency.

Qualifications

• Ability to analyze workflows and document more efficient ways of working that are logical and measurable.
• Working knowledge of customer supply chains specifically end to end order processing, ERP systems and associated digital tools.
• Business processes in an industrial B2B environment
• AI tools such as Google Gemini and how to utilise them for process development / improvement
• Experience in a fast paced environment with accountability for multiple priorities and deadlines

Responsibilities

• Creation of processes to effectively manage inbound customer queries in a timely manner, enabling the order entry team to focus solely on order processing.
• Ownership of customer complaints from cradle to grave, liaising with stakeholders in the process.
• Providing timely and accurate responses to inbound customer queries including providing product information, documentation and order updates.
• Supporting the order entry team by liaising with customers to provide missing information, and when required loading orders into the ERP (Sage).
• Updating the ERP with pricing, customer information and order information according to policy.
• Preparation of quotations for products and services to support the Regional Sales Teams in Middle East/Africa and Europe.
• Proactively contacting customers to provide updates on order status as required.

Skills

Workflow analysis

ERP systems

Order processing

Process design

Prioritisation

Tools

Sage ERP

Google Gemini

Job description

R10100696 Sales Support Associate (Open)

Location: Stoke Calgaz (I) - Industrial spec gas

How will you CONTRIBUTE and GROW?

As a Sales Support Associate you will be tasked with the proactive administration of fundamental customer functions such as complaint handling, providing documentation, order entry (when required for additional capacity) and preparing quotations. You will design ways of working in conjunction with the EMEA Customer Services Manager that ensure a seamless customer experience, timely response to enquiries and front line communication to build customer relationships. A digital native, you will use your proven experience in process design and execution to create and document replicable Sales Support processes that improve customer experience. You will demonstrate attention to detail, high levels of organization and the ability to prioritise multiple tasks according to customer requirements.

ESSENTIAL DUTIES AND ACCOUNTABILITIES:

• Creation of processes to effectively manage inbound customer queries in a timely manner, enabling the order entry team to focus solely on order processing.
• Ownership of customer complaints from cradle to grave, liaising with stakeholders in the process.
• Providing timely and accurate responses to inbound customer queries including providing product information, documentation and order updates.
• Supporting the order entry team by liaising with customers to provide missing information, and when required loading orders into the ERP (Sage).
• Updating the ERP with pricing, customer information and order information according to policy.
• Preparation of quotations for products and services to support the Regional Sales Teams in Middle East/Africa and Europe.
• Proactively contacting customers to provide updates on order status as required.

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Are you a MATCH?

Essential Experience / Qualities:

• Ability to analyze workflows and implement / document more efficient ways of working that are logical and measurable.
• Working knowledge of customer supply chains specifically end to end order processing, ERP systems and associated digital tools.
• Business processes in an industrial B2B environment
• AI tools such as Google Gemini and how to utilise them for process development / improvement
• Experience in a fast paced environment with accountability for multiple priorities and deadlines
• Willingness to question and challenge the status quo to deliver better outcomes for the business and our customers.
• Customer facing / Customer Service experience is not a requirement for this role providing you have the ability to engage positively and communicate effectively.

This office based position is located in Newcastle Under Lyme with the potential for travel from time to time.

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Benefits

We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees.

Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees' dependents, and an Airgas Scholarship Program for dependent children.

Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

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Your DIFFERENCES enhance our PERFORMANCE

At Airgas, we are committed to building 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 race, gender, sexual orientation, religion, disability or any other protected characteristic. 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.

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About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainabi