After Sales Service Specialist

JR United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Care & Front Office After Sales Manager to join their dynamic team in London. This role involves providing exceptional support to both customers and stores, ensuring smooth order management, and addressing customer claims with a focus on detail and problem-solving. The ideal candidate will have a strong customer service mindset, with at least three years of experience in a similar role, preferably within the furniture sector. Join a company that values employee growth and offers a collaborative work environment where your contributions will make a significant impact.

Qualifications

• Minimum of 3 years in customer service, preferably in B2B and B2C.
• Experience in furniture companies and knowledge of furniture products.

Responsibilities

• Provide store sales support and manage order entry and management.
• Handle customer claims and ensure timely updates on claim status.
• Support store openings and manage provisioning requests.

Skills

Customer service mindset

Attention to detail

Problem-solving

Communication skills

Experience in B2B and B2C support

Knowledge of furniture products

Tools

Nares

Job description

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With a heritage of 65 years, Natuzzi is one of the most renowned brands in design and luxury furniture. Natuzzi products embed the finest spirit of Italian design and the unique craftsmanship details of “Made in Italy”. Natuzzi distributes its collections worldwide, with a global retail network of 700 mono-brand stores, in addition to galleries.

We take pride in fostering a work environment that's based on employee growth, curiosity, respect, honesty, and enthusiasm; one that exceeds expectations every step of the way.

About the role

Natuzzi Italia is searching for Customer Care & Front Office After Sales Managers.

Main Responsibilities:

Store Support

• Store Sales Support
• Nares Training and Nares issue support
• Order entry and order management support
• Consumers credit note management
• Replacement order management
• Order entry for spare parts
• Consumer Loan support
• Warehouse Management and Logistic Order Support
• Store Order check (payment not registered, discrepancy on registration, invoice not closed with delivery dates, balance payment to collect, etc.)
• Liaising with HQ on all Customer Care issues: cancelling orders, delaying production, ordering floor stock and samples
• Order status reports to monitor delivery and delays
• Distributing company communications, products, and services
• Ensuring timely communication on the above
• Escalating approval processes to the Country Manager

New Opening/Refresh

• Support the store opening process (from brief to opening)
• Manage provisioning requests for store tools
• Sample Management and updates
• DS Order Management and updates
• Overstock management from the floor

Claim Front Office (under warranty and extended warranty)

• Receive claims from customers
• Check the information and related documentation
• Open claims in Nares
• Ensure communication with the Back Office After Sales
• Ensure timely updates regarding claim status to store and customer

Profile and Main Skills Preferred

• Customer service mindset and attention to detail
• Minimum of 3 years in customer service, preferably with experience in both B2B and B2C support
• Good communication and verbal skills in an inter-functional group
• Natural curiosity with an ability to problem-solve by ‘thinking outside of the box’
• Experience in furniture companies
• Knowledge of furniture products (sofas, accessories, beds, etc.)

Job details

• Job hours: Full-time 40 hours, Monday to Friday
• Job location: London
• Shift hours: 8-hour shift

If your skills match our needs, please apply here by attaching your updated resume/CV, along with a short cover letter telling us more about you. If selected, we will contact you for an initial interview.