Title: Customer Service Advisor
Full-Time Position on Site
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.
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.
Process and respond to customer service tickets within established SLA timeframes.
Document all customer interactions in the CRM system.
Coordinate customer deliveries and provide shipping updates to customers.
Obtain delivery/installation pricing and support multi-brand project orders.
Book deliveries with customers, warehouses, and installation companies.
Track sample inventory and coordinate replenishment.
Document and process product/service non-conformance reports.
Coordinate with quality and technical teams for investigation.
Maintain quote database and track conversion metrics.
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).
Customer-centric mindset with commitment to service excellence
Ability to work under pressure while maintaining quality standards.
Previous customer service experience, preferably in B2B environment.
Knowledge of quality management and non-conformance processes preferred.
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