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Network Support Specialist

Ref: NETWORK SUPPORT SPECIALIST- ACTON
Location: Acton

Contact
Acton

Contact Name
Jon Oswald

Salary
Upon Application

Tel: (020) 8749 8444

Fax: (020) 8749 8444

Email: [email protected]

Address
199 The Vale, Acton, London, W3 7QS

Notes

Job Purpose Summary

To provide a fully integrated support service to the entire Pirtek UK Ltd network, so as to facilitate the growth and development of the network in accordance with company goals and objectives.

Main Responsibilities/Accountabilities

  • Communicating with the Pirtek UK network via phone and email regarding enquiries, strategic pricing, orders, stock, products and delivery queries.  It would be expected that the Network Support Team would have daily contact with each centre.
  • Ensuring specials are processed in a prompt and efficient manner and that all queries from the network are responded to and resolved in a timely and acceptable manner.
  • Maximise sales figures and monitor specials margin (plus 35% to achieve 26%GP. Assist with rebate pricing on core products. Source non core special items at the lowest possible cost. Respond to all enquiries within 1 hour where possible. 
  • Outsource nil stock items from depot stock orders and assist with deviation requests on nil Pirtek UK core product when required.
  • Ensure ISO procedures are adhered to. Direct delivery order paperwork complete. Purchase and sales details in Exact system always fulfilled.
  • Monitoring all orders placed to ensure the correct items are delivered to the correct centre within the agreed timeframe.
  • Evaluating any issues or internal problems as they arise to determine what further action should be taken and reporting the full details, together with possible solutions, to the Network Support Manager.  
  • Responsible for receiving, logging and reporting all service failures and complaints from the network and other Pirtek UK departments.  When required, investigating the cause/reason for the service failure, reporting accurately the details of the investigation and determining what, if any, internal corrective action should be taken to ensure no future recurrence.
  • Creating and developing Network Support projects in order to promote the advancement of the department for the primary purpose of building the Pirtek UK network and achieving company goals and objectives.
  • Being trained in and follow all internal procedures as per the Network Support Department manual.
  • Attend Pirtek UK events, depot or supplier visits when required
  • General Administration Support as and when required.
  • Responsible for ensuring that the individual is aware of, and follows all Workplace Health & Safety policies and procedures.

Key Contacts/Relationships

- Pirtek UK Network

Licensee
Centre / General Manager
Centre Administrator
Other Centre Staff

Pirtek UK Ltd 

All Internal Departments (including field based teams)

Person Specification

Personality

All Network Support team members must be motivated, positive and focused on providing a reliable and consistent service at all times.  The individual should be a well-presented team player who is forward thinking, open-minded with a strong work ethic.  They should be goal-oriented and willing to take on further training to develop their skills and knowledge.  Members of the Network Support team should also be able to work one Saturday morning in 4 weeks as well as some extended hours when required.

Specific Job Skills

The Network Support Specialist should have experience in Hydraulic Hose and Fittings and industry suppliers, Customer Relationship Management together with an understanding of the principles of Supply Chain.  Previous experience in Customer Service and/or Account Management would be useful in facilitating relationship development with the Pirtek UK network.  The individual must be motivated to exceed the service expectations of the network in every instance and to work with the team to develop these service processes further.  Some project management skills would be helpful in this role, as will sound organisational ability and good time management.

Computer Literacy

All Network Support Specialists are required to have experience in using MS Office 2003 or later.  In particular, they should be able to use Outlook, Word and Excel to an Intermediate level.  Experience in using Exact would be an advantage, although full training is provided.  It would also be useful for team members to have experience using a modular-based database system incorporating the functions of CRM, MIS and/or ERP.

Communication Skills

It is imperative that members of the Network Support Team have advanced communication skills – both written and verbal.  The individual should be able to communicate complex and business-related issues effectively and must have an excellent command of the English language for this purpose.

 

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