Administration Officer_Eastwood QC_Day Shift

We are urgently hiring for a Administration Officer.

Location: Eastwood, Libis, QC

Work Setup & Shift: Onsite | Day Shift

Qualifications and Education Requirements:

• Minimum 3 years of data entry experience in an administrative or operations management role
• Have worked in a customer service environment.
• Tertiary qualifications not mandatory however highly regarded

Technical knowledge:

• Intermediate Excel Proficiency (e.g., VLOOKUP, pivot tables, data analysis)
• Proficiency in Pronto or similar ERP systems is highly desirable

Preferred Skills:

• Proven ability to lead a cross-functional team and drive continuous improvement in processes and service delivery
• Strong problem-solving and decision-making skills, with the ability to manage competing priorities in a fast-paced environment
• Has the capacity to take strong, decisive action in response to business requirements
• Must have the drive to achieve and the ability to persuade and influence others

Role and Responsibilities:

Key Accountabilities:

• Embody the Supagas Safety Vision Think SAFE, Work SAFE, Live SAFE and Safety Expectations within all facets of the site and role
• Ensure a safe workplace for all staff, visitors and customers reporting all risks / hazards / incidents / near misses and accidents.
• Actively participate and facilitate safety risk assessments including Ready for Start-up Review (RFSR), HAZOP, MOC, HAZID and Design reviews
• Participate in the Emergency Response Plan (ERP) and help facilitate activities that are planned for the site.
• Understand the Supagas Critical Risks, the Controls and Enablers as per the Critical Risk Handbook and how they pertain to your role.
• Ensure all staff, visitors and contractors operate within Supagas safety rules including Permit To Work (PTW) requirements

Communication and Safety:

• Communicate and promote the Supagas philosophy of customer satisfaction through the "Yes We Can" value commitment.
• Promote and encourage a Safety-First approach
• Have a clear understanding of the Safety Management System and ensure that all personnel under the control of this position have been trained in its operation
• Reporting all risks / hazards / incidents / near misses and accidents
• Removing or modifying any unsafe processes or systems
• Report any hazards or problems immediately to your Supervisor at all times

Administrative responsibilities:

• Key orders received accurately and timely - online orders, email / fax orders
• Open new Customer accounts in Pronto and complete post account creation activities
• Update GSA & BSA resigns information in Pronto
• Ensure all additional location set up requests are actioned
• Ensure all additional products set up requests are actioned
• Ensure all change of details requests for address, phone etc are actioned
• Take first order payment where required
• Investigate and process manual adjustment requests
• Balance batches for Branches in a timely manner
• Pass on all customer requests to the appropriate departments and employees as necessary
• Handle enquiries in a professional manner, ensure follow-through and finalize all enquiries
• Liaise with Customer Service Manager / Supervisor on all unresolved and dissatisfied customer issues that need to be escalated if cannot be handled at the time
• Ensure Customer retention where required via non-verbal communication
• Consult with Manager to develop and implement plans for improving and achieving service to all internal and external customers.
• Ensure all record keeping is correct and timely e.g. Customer notes etc.
• Show initiative to constantly improve personal knowledge of all gases
• Work in a team environment and work together and maximise the productivity of the team
• Other tasks assigned by Manager as required from time to time

Customer and Stakeholder Collaboration:

• Ensure customer requests are addressed efficiently, working with internal stakeholders such as Operations, Sales, and Finance teams to resolve issues

Key Performance Indicators (KPIs):

• Achieve 100% accuracy in invoicing and master data management
• Respond to 95% of queries within SLAs (e.g hours)
• Process orders received promptly and accurately
• Customers acknowledged and served via non-verbal communication
• Efficient transfer of queries to appropriate staff in a timely manner
• Prompt response and resolution of Customers issues