Salary:

Competitive salary + Bonus + Excellent Benefits

Operations Assistant - Glasgow - William Wilson

So, who are we? We are William Wilson, part of the Wolseley Group, a leading specialist trade merchant across the UK and Ireland. We pride ourselves on putting our people and customers at the heart of everything we do—and best of all, we provide opportunities to develop skills and build careers through our award-winning Wolseley Talent Guild.  

Also, did we mention? In addition to the competitive salary, there are also benefits on tap – including...

Annual leave (increasing with length of service), a generous pension scheme (matched up to 9%), potential to earn bonuses, enhanced maternity / adoption leave and access to a great range of online and high street discounts.   

We also promote positive health and wellbeing by offering free access to healthcare, our popular YuLife app, our Cycle to Work scheme and more!

As an Operations Assistant based in Glasgow you’ll be responsible for:  

• Maintain high levels of availability to professionally handle inbound customer service requirements, cases and e-mails within published response times.

• Follow agreed process for placing customer orders and provide accurate product availability by checking all available supply sources including the lead time database, feeder and with the supplier directly.

• Maximise sales opportunities, up-selling where possible and following up on other opportunities (e.g. quotations/price enquiries).

• Proactively follow up on backorders and ensure that the forward ordering system is correctly used to maximise product availability.

• Follow agreed process for handling good stock returns, ensuring that customers are fully aware of the published terms and conditions. Work with the customer care team to ensure that the Faulty/Damaged stock process is followed correctly.

• Take ownership for any customer issues that arise, taking time to log them accurately in the appropriate systems following strict procedures and guidelines.

• Handle all customer complaints following the agreed processes, flagging any issues to the branch manager.

• Ensure that the agreed minimum performance criteria for the branch is always exceeded in terms of attendance, order accuracy, and service quality.

• Maintain customer database information systems in logical and efficient manner.

• Carry out other customer-related tasks, as requested by the branch manager.

• Actively participate on any initiative to improve the level of customer service.

This is a full-time, permanent role working 40 hours per week:

Monday to Friday: 08:00am - 17:00pm, with 1 hour break, 1-4 Saturdays required from 08:00-12:00 once fully trained.

And here’s what we’d like you to have:

• Heating and Plumbing Knowledge - Advantageous

• Previous internal or external customer service experience preferred.

• Good verbal and written communication skills.

• Excellent interpersonal and customer service skills: ability to interface with personnel from various departments and levels.

• Good organisational skills with the ability to handle multiple tasks simultaneously and meet deadlines.

• Attention to detail and commitment to Customer Service Excellence.

• Ability to access information using automated systems (e.g. Windows based computer systems, Microsoft Office). 

We look forward to receiving your application!