Flokk UK Mirfield, England, United Kingdom
Customer Service Advisor
Flokk UK Mirfield, England, United Kingdom
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Join our Company that Inspires Great Work
Title: Customer Service Advisor
Location: Mirfield, UK
Full-Time Position on Site
Our Story:
Flokk is a global office furniture manufacturer of sustainable furniture and acoustic solutions in Europe. Combining internal expertise with renowned international designers, we want to help you design better workplaces, embracing new ways of working to create lasting business advantages.
Through our rich “Flokk of brands” consisting of HAG, Connection, RH, Offecct, Giroflex, Profim and Stylex we, positively impact the lives of people, businesses, and the world we live in. To serve our customers and reach our ambitions, we are always looking to hire enthusiastic and skilled people for a variety of roles and competences.
At Flokk, we are guided by our values; human-centred, sustainable, and innovative.
Purpose of the Role:
The Customer Service Advisor is responsible for handling multiple customer-related service requirements that include new account set up, order management, payment queries, and comprehensive order fulfilment and delivery coordination. You will manage the complete customer journey from order placement through to final delivery, working closely with logistics partners to ensure seamless service delivery. You will collaborate with cross-functional teams in the UK and Europe in, sales, customer service, finance, and transport departments to drive order efficiency, optimize delivery processes, whilst fostering positive customer relationships throughout the entire order lifecycle.
About the role:
* Process and respond to customer service tickets within established SLA timeframes.
* Route complex issues to appropriate departments while maintaining ownership.
* Document all customer interactions in the CRM system.
* Follow up with customers to ensure resolution satisfaction.
* Maintain organised ticket queues and prioritize based on urgency.
New Orders
* Process incoming orders accurately and efficiently.
* Verify order details, pricing, and customer information.
* Coordinate with warehouse/fulfilment teams to ensure timely delivery.
* Communicate order status updates to customers proactively.
* Resolve order-related issues (changes, cancellations, expedites)
Order Fulfilment & Delivery Management
* Coordinate customer deliveries and provide shipping updates to customers.
* Obtain delivery/installation pricing and support multi-brand project orders.
* Manage import/export arrangements and liaise with logistics partners.
* Book deliveries with customers, warehouses, and installation companies.
* Address delivery issues promptly and maintain transport documentation.
* Collaborate with Transport Department to ensure smooth order flow.
Sample Management
* Process and fulfil customer sample requests.
* Track sample inventory and coordinate replenishment.
* Follow up with customers after sample receipt for feedback.
Non-Conformance Management
* Document and process product/service non-conformance reports.
* Coordinate with quality and technical teams for investigation.
* Communicate resolution plans to customers.
* Process returns, exchanges, or credit requests as needed.
* Analyse non-conformance trends to identify improvement opportunities.
* Create accurate, detailed quotes for potential customers.
* Calculate pricing based on established guidelines.
* Follow up on outstanding quotations to improve conversion rates.
* Coordinate with sales team on special pricing requests.
* Maintain quote database and track conversion metrics.
Payment Queries
* Respond to customer inquiries regarding invoices and payments.
* Follow up on overdue payments with professional and timely communications.
* Escalate persistent payment issues to appropriate departments.
* Proficiency with CRM systems and order processing software.
* Advanced Microsoft Excel and Outlook skills.
* Excellent written and verbal communication skills across all channels (phone, email, face-to-face).
* Strong active listening skills and empathy in customer interactions.
* Ability to communicate technical information clearly to non-technical audiences.
* Strong analytical thinking to resolve complex customer issues.
* Ability to identify root causes and implement effective solutions.
* Experience in conflict resolution and de-escalation techniques.
* Customer-centric mindset with commitment to service excellence
* High attention to detail and accuracy in all tasks.
* Ability to work under pressure while maintaining quality standards.
* Strong time management and prioritization skills in fast-paced environment
* Self-motivated with ability to work independently and as part of a team.
* Professional demeanour with calm confidence under pressure.
Industry Experience:
* Previous customer service experience, preferably in B2B environment.
* Understanding of sales processes and order-to-cash cycle.
* Knowledge of quality management and non-conformance processes preferred.
What we offer:
* Be part of a supportive friendly team
* Company Pension
* Employee Assistance Programme with 24/7 support
* Enhanced Maternity and Paternity pay
* Life insurance
* Company Events
* Cycle to Work Scheme
* Free car parking on site
Flokk Limited is committed to promoting equal opportunities in employment. All applicants will receive equal treatment in the recruitment process.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Office Furniture and Fixtures Manufacturing
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