Job Description: After Sales and Customer Sales Advisor.
Imex and Deuco
This is a unique role which includes responsibilities that support essential customer service functions of Imex and Deuco. The After-sales and Customer Service teams play a crucial role in driving the business' brand image, ensuring that our customers see the decision to choose Imex as a positive one, where solutions are simple, timely, and accurate. Providing a high level of service and support helps to drive business retention and growth by promoting advocacy amongst our customers.
This role is split between after sales support for Imex customers and customer sales advice and order processing for Deuco. As such, this new role calls for a motivated, quick learner whose drive to provide excellent customer experience is at the core of their values and working methods.
Due to the nature of the role, providing technical specifications and quality checking of our products, the successful candidate will need to be confident with occasional manual handling/lifting of heavy items as well as being happy to 'get hands on' in order to provide the best possible resolutions for our customers.
Responsibilities may vary from week to week as dictated by workloads and priorities with the following key responsibilities:
Accountability and Responsibilities:
After Sales Advisor:
* After-sales customer support. Providing our customers and colleagues with an accurate and timely response to a high volume of phone and email enquiries which include:
* Technical support: Navigation of systems and knowledge resources to provide measurements and specifications, installation / servicing advice, or spare parts identification.
* Processing of warranty claims: In accordance with Imex guarantee periods and terms & conditions, determine if the claim is valid and use office systems to generate the appropriate order. If a claim is invalid, provide our customers with the correct code and buying price for a chargeable item.
* Compensation claims: Ensuring Imex procedure is followed in the event of potential product failure, gathering all required information to drive a thorough assessment and deliver the correct outcome. Collate and provide relevant information for management review and decision.
Customer Sales Advisor:
* Process all customer orders and enquiries as per the requirements of the business
* 'Drawing' using IT software, the customer orders in readiness for production
* Liaising with and supporting our customers regarding their orders ensuring that the customer is always kept aware of progress of their order
* Scheduling customers' orders based upon weekly demands through production
* Managing back orders, dispatching and general customer order administration
* Support across all Deuco departments as and when required
Supporting activities:
To ensure a consistent service level across all teams during sickness and holiday, cross-skilling may occur. Once the successful applicant has met the required level of competency within their primary accountability and responsibilities, further training would be provided to support as needed.
Reporting:
The successful candidate will report to the After Sales and Deuco Team Leaders where applicable and will maintain a close working relationship with all other areas of the business including the external sales team, Dispatch/Warehouse & Purchasing Departments to ensure all business functions and customer needs are fulfilled.
Personal skills & attributes:
* A Passion to deliver a high standard of customer service.
* Previous experience in a similar technical or service role.
* Knowledge of bathroom furniture design and product an advantage
* Good verbal and written communication skills.
* Ability to actively listen and ask probing questions with attention to detail.
* Confident use of IT systems and software e.g., Outlook, word, basic Excel.
* Works at pace and with a sense of urgency where necessary
* Understands the commercial implications of their actions.
* Ability to prioritize own workload.
* Quick learner with the ability to pick up new processes and systems, both taught and independently learned.
* Enthusiastic, "can-do" approach.
Job Type: Full-time
Pay: From £25,500.00 per year
Benefits:
* Casual dress
* Company pension
* Employee discount
* On-site parking
Work Location: In person