Job Description
Customer Service Agent (Nuway Product Line)
A well-established company within the flooring industry, specialising in high-quality commercial and residential flooring products, is seeking a dedicated Customer Service Agent to join their team. This company offers a wide range of environmentally friendly and high-performance flooring solutions, including linoleum, vinyl flooring & LVT, entrance flooring systems, carpet tiles, needlefelt, and Flotex flocked flooring. With a strong presence across multiple sites internationally, the company generates impressive sales and continues to grow in the flooring sector.
This role is based at the company's Ripley site, with a full-time work schedule of 37.5 hours per week. Reporting directly to the Customer Service Team Leader, the successful candidate will be responsible for managing the full order process for the Nuway product line. The role involves ensuring orders and inquiries are processed efficiently, accurately, and with a strong focus on customer satisfaction. The aim is to provide Customer Service Excellence, ensuring the right products and services are delivered at the right time, at the right price, and to the right customers.
Key responsibilities include:
Prioritise a high level of customer service excellence, managing assigned customer accounts and ensuring all aspects of the order process are efficiently handled.
Respond to customer inquiries, prepare quotations, and process sample requests in a timely manner.
Ensure customer orders are accurately entered into the system, and maintain regular communication with customers regarding order status.
Handle the Debit/Credit Note process in accordance with customer and company requirements, as well as manage proforma invoices and account status updates.
Efficiently manage customer complaints and returns, ensuring issues are resolved promptly.
Prepare customer drawing presentations using CAD software when needed, ensuring accuracy and timely delivery.
Meet operational targets set for the team or department.
Collaborate with the Supply Chain team and third-party providers to ensure on-time order delivery and follow up on any failed or late deliveries.
The ideal candidate will:
Have a minimum of 3 standard qualifications (including English and Mathematics) or equivalent.
Possess previous experience in a customer service role, ideally within a retail or product services sector.
Demonstrate the ability to build and maintain relationships with a diverse range of individuals in a fast-paced and complex product market.
Maintain a customer-focused mindset, with a willingness to go above and beyond to ensure satisfaction, while also thinking commercially to achieve business objectives.
Exhibit excellent communication skills, with the ability to clearly interact with both external customers and internal teams.
Show experience in influencing, negotiating, and resolving customer issues.
Demonstrate strong time management skills and responsiveness in a high-demand environment.
Be proficient with MS Office and have experience working with order processing systems.
Experience with CAD and SAP software is a plus.
Salary: £26,500
Bonus: £1,060
Work Schedule: Monday to Friday, 8:30 AM to 5:00 PM, with an hour for lunch. Regular home working is not available.
This is a fantastic opportunity for individuals with a strong customer service background and an interest in the flooring industry to join a growing company and make a significant impact.
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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
