Customer Service Advisor Loughborough, England
Job description
Customer Service Advisor – UK Contracts (12-month FTC)
We have an exciting opportunity for a Customer Service Advisor to join us and provide front-line, world beating customer service to our valued UK contract customers. As Customer Service Advisor, you will liaise with customers daily via phone and email as well as with various teams internally to ensure we provide support in an effective and timely manner whilst adhering to our values and customer experience principles.
We are a collective of luxury interior brands, each with a special role to play, and two manufacturing brands (Anstey Wallpaper Company and Standfast & Barracks). At Sanderson Design Group we are Sanderson, Morris & Co., Zoffany, Harlequin, Clarke & Clarke and Scion and our purpose is ‘to bring the beautiful into people’s homes and lives’.
Responsibilities
- Ensure world beating customer service is provided, promoting a ‘customer always comes first’ approach
- Overall accountability for UK contract service (hotels, healthcare, residential homes, cruise ships etc.), including the creation and delivery of customer service strategy, principles and KPI’s to monitor and improve the overall customer experience
- Manage, coordinate, and facilitate the full order life cycle from order entry through to delivery and after care support for UK contracts across all brands
- Foster relationships with key contacts/accounts, partnering with Sales Managers and driving the Company and team objectives
- Support the UK sales team in maintaining current accounts as well as the growth and acquisition of new accounts
- Manage day to day workload of UK sales desk for contracts, processing sample orders, main orders, and enquiries for B2B accounts
- Assist and support customer enquiries on product stock levels, production lead times, pricing and product specification
- Gather product cost prices and add-on costs in line with Area Manager margins
- Assist and raise quotations for UK project enquiries
- Provide support to the sales team via a ‘buddy’ scheme
- Support and provide cover for team members during annual leave/ absences
- Provide after sales support; raise credit notes, replacements and returns when needed
- Provide technical support and work with the technical teams to manage customer enquiries
- Support and encourage customers to use the trade hub and support in the setup of new accounts
- Manage back-orders, held for sales, pro forma’s via daily reports
- Ensure customer master data is accurate, work with sales support to maintain and update
- Liaise and build rapport with departments across the Group including warehouses and credit control
- Maintain high levels of customer service, proactively recognise cross selling opportunities, using product knowledge to offer similar patterns and designs while considering budgetary aspects
- Manage inbound customer calls (B2B), ensuing daily KPIs are achieved
- Track shipments through to delivery and liaise with UPS to ensure delivery is On Time In Full (OTIF)
- Manage and process fire retardant orders and liaise with treatment houses for applied application
- Work with the merchandise teams to obtain product specification, lead times and certification
- Continuously challenge and seek to improve processes and service provided to our customers
- Ensure all information is up to date on the relevant systems e.g., Mertex and CRM
Experience & Skills
- Proven customer services experience, preferably in a B2B environment (minimum 1 year)
- A customer centric approach with the ability to meet service level agreements
- Experience working in a desk based role
- Excellent organisational and administrative skills
- Experience working with products and demonstrating product knowledge
- Strong interpersonal skills
- Fluent written & spoken English
- Excellent telephone manner
- Problem solving ability
- Sound IT skills, including MS Office
- Experience using a CRM system
- Experience working with Mertex or other ERP systems
- Understanding of or an interest in the application of fabrics, wallpapers and paint
- GCSE’s including English and Maths and/or equivalent
About us
Sanderson Design Group is an international luxury interior furnishings company that designs, manufactures and markets wallpapers and fabrics together with a wide range of ancillary interior products.
In 2020, we brought our portfolio of brands home to Sanderson Design Group, evoking the combined longevity and prodigious creative history of our brands. Sanderson Design Group describes the ebullience of our past endeavours. It sketches the outline of our future. A collective of quintessentially British luxury interior brands and 2 manufacturing brands, at Sanderson Design Group we are Sanderson, Morris & Co., Zoffany, Harlequin, Clarke & Clarke, Scion, Anstey Wallpaper Company and Standfast & Barracks.
Our purpose is "To bring the Beautiful into People’s Homes and Lives". This has defined and shaped our brands since our very earliest days. The oldest brand in our arsenal, from where we derive the namesake of our group, begun life in 1860, as an importer of fine French wallpapers to London. Arthur Sanderson & Sons Ltd played a pivotal role in defining English interior decoration tastes and its early success led to displaying designs at London’s finest showroom, at Berners Street. Around this time in 1924, Arthur Sanderson & Sons Ltd were awarded The Royal Warrant, becoming “purveyors of wallpaper and paint” to the court of George V.
We recognise that each one of our brands contributes a unique chapter to our story. It is why we represent the full spectrum of British interior design, catering from cutting-edge sleek modern styles, to the hearty warmth of traditional forms. Our decision to rebrand as Sanderson Design Group in 2020 is our way of paying homage to our rich history, as well as marking our path towards a new future. As custodians of over 160 years of design experience, we are proud to Bring the Beautiful into People’s Homes and Lives. We are Sanderson Design Group.
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Benefits:
- Company events
- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Loughborough: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What are your salary expectations?
Experience:
- Customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: One location
