Customer Service Advisor

Job content

Customer Service Advisor

We’re looking for a dedicated Customer Service Advisor to support our UK Customers. You will be responsible for implementing an exceptional customer experience strategy, promoting a customer centric approach, communicating daily with both our valued B2B and B2C customers. As our Customer Service Advisor, you will relish in fostering long term relationships with our key contacts, working in partnership with our Business Development Executives in driving all company and team objectives.

Responsibilities

• Key point of contact for all matters relating to products, quotes, orders, and product availability for internal and external (B2B and B2C) customers
• Manage customer requests via email, phone, and live chat: maintaining service level agreements (SLA’s) through fast and accurate processes and ensuring all information received is processed accurately (right first time)
• Order management: ensure all orders received are processed within agreed timescales (process quotations and orders, verifying quantity, product, and price as well as the Warranty Policy, Terms and Conditions and Pricing Policy)
• Exceed customer expectations by keeping them informed on availability of stock and the delivery of goods within agreed SLA’s
• Ensure all information is kept up to date on all systems e.g., Mertex, CRM and where necessary, running system reports to provide customers with accurate information
• Collaborate with other teams (Merchandising, Business Development Executives etc.) to grow the channel and deliver customer service that exceeds expectations
• Handle fault resolution, provide support to internal and external customers with all aspects of our products
• Deal effectively with claims raised by phone or email, meeting requirements in all policies (claims and returns)
• Resolve any invoice queries in collaboration with the Credit Control team
• Continuously challenge and seek to improve our processes and services to exceed customer expectations

Skills & Experience

• Previous experience in an office-based customer services role
• Exceptional telephone manner with the ability to build rapport and credibility
• Experience working with products and demonstrating product knowledge
• Experience building long term business relationships
• Sound IT skills, including MS Office skills (especially Word & Excel)
• Experience working with Mertex or other ERP systems (advantageous)
• Understanding of or an interest in the application of Fabrics, Wallpapers and paint
• Self-driven, results orientated with a positive outlook
• Excellent communication skills (verbal and written)

To apply for this role, please send your CV to jobs@sandersondesigngroup.com

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.