Speciality Gases Customer & Commercial Apprentice (Level 3) - Tunstall

Customer Interaction:

Handle requests from customers and business partners in a multi-channel customer contact center environment. Develop and maintain knowledge of products, services, and systems as required. Develop strong, long-term relationships with customers to fully understand their needs. Provide proactive service to customers. Learn to communicate effectively with customers regarding orders, inquiries, and technical support. Develop skills in handling customer feedback and resolving issues.

Sales and Relationship Management:

Learn to build and maintain strong relationships with existing customers. Assist in managing key accounts and ensuring customer satisfaction.  Support activities to re-engage lapsed customers. Learn how to support contract renewals. Identify sales opportunities for referral to the sales team. Learn to qualify leads generated through marketing and other channels. Assist in nurturing leads through email, online interactions, and telephone communication. Learn to fully understand the opportunity behind RFQ's.

Order and Quote Processing:

Learn to process incoming orders accurately and efficiently using SAP/AS400 & Salesforce.  Assist in managing customer inquiries and providing technical or product support.  Develop the ability to build both simple & complex quotes for specialized gas mixtures.

Internal Collaboration:

Includes order queries and internal communication with all teams (production, material control, shipping, quality, and sales).  Work closely with marketing, product development, and customer service teams.  Work closely with the R&A external Market Specialists.  Learn to communicate effectively with internal partners to ensure seamless sales processes.  Learn to forward leads to the correct market unit within SFDC.  Learn how to utilise digital tools to improve cross-market unit collaboration.

Performance and Reporting: 

Manages work within a KPI / target framework to optimize customer experience and productivity.  Learn how to accurately report on internal sales KPIs.  Assist in the preparation of sales reports.
Market Awareness:  Begin to understand the competitive landscape and customer needs within the R&A market.  Begin to understand the importance of Air Liquide's position vs competitors.
CRM and Digital Tools:  Become profi cient in using Salesforce and other digital tools for customer management and reporting.  Learn to track customer interactions and maintain accurate records.

Professional Development: 

Participate in training and development programs to enhance sales, technical, and professional skills.  Work closely with a dedicated mentor to receive guidance and support.  Work towards achieving the apprenticeship qualifi cation.  Provides rapid resolution of issues and assesses when a contact requires escalation or referral to an expert.  Positively infl uence change to optimize business efficiency.  Willingness to contribute to business improvement initiatives.  Support for colleagues.

Training:
The successful apprentice will complete a full Level 3 Business Administrator Apprenticeship Standard. The 20% off the job training will be delivered by Birmingham Metropolitan College on a flexible day release delivery model.

Training Outcome:

Potential for full time employment and further training / progression for the right candidate.

Employer Description:
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 75 countries with approximately 66,400 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Working Hours :
Monday to Friday - working hours to be confirmed.

Skills:
Communication skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Team working,Initiative,Determination,Proactive,Resilient,Being receptive to feedback