Customer Service Advisor

Stovax Ltd.; Exeter; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading company in the design and manufacture of high-quality stoves and fireplaces seeks a Customer Service Representative. The role involves handling customer inquiries, processing orders, and ensuring excellent service. The position offers a supportive work environment with flexible working options and various employee benefits.

Benefits

Electric Vehicle Lease

Cycle to Work schemes

Flexi Time Policy

Employee Assistance Programme

Staff discounts

Enhanced holiday allowance

Qualifications

• Experience in a fast-paced customer service environment.
• Ability to liaise with various departments.

Responsibilities

• Answering inbound calls from retailers regarding orders.
• Processing customer orders via various communication methods.
• Maintaining accurate customer records in the CRM system.

Skills

Multi-tasking

Customer Service

Communication

Job description

Reporting directly to the Customer Services Manager, you will be taking calls from our retailers, answering queries and questions, and accurately placing orders onto the database from a variety of sources. This role requires you to be able to multi-task, whilst enjoying working in a fast-paced environment with the ability to liaise with other departments to provide excellent Customer Service.

Main Duties to Include:

1. Answering inbound calls from retailers regarding orders and general enquiries.
2. Processing customer orders received via fax, telephone, or email.
3. Issuing customers with Pro-forma/Invoices, order acknowledgments, and general administration.
4. Liaising with the Warehouse and distribution companies to ensure timely and accurate distribution of our products.
5. Calculating customer discounts and carriage costs in relation to customer orders.
6. Resolving customer complaints promptly and professionally, ensuring clear communication.
7. Maintaining accurate customer records within the CRM system, raising tickets when necessary.
8. Supporting the field-based Sales Teams.
9. Developing rapport with our dealer network and building relationships with team members, internal departments, and customers.
10. Ensuring compliance with company policies at all times.

We offer various benefits including Electric Vehicle Lease or Cycle to Work schemes, Flexi Time Policy, Employee Assistance Programme, and staff discounts. Employees can access our Benefits Hub for discounts on supermarkets, cinema tickets, gifts, and more.

The role is based at our state-of-the-art offices and manufacturing facility at Skypark, near Exeter Airport, with a Monday to Friday schedule and a two-day-per-week remote work policy where possible. We also offer an enhanced holiday allowance.

We are committed to diversity and inclusion, welcoming applications from minority ethnic backgrounds, LGBTQ+ individuals, and those with disabilities. We reserve the right to close the vacancy early if sufficient suitable applications are received.

The Company

The Stovax Group (comprising Stovax & Gazco) designs, manufactures, and distributes high-quality solid fuel, gas, and electric stoves & fireplaces to over 30 countries. With a focus on product quality and customer satisfaction, the company invests in innovation and staff development, fostering a passionate and dynamic work environment.

What We Offer

Our employees are valued and appreciated, with access to a range of benefits from the start, including a minimum of 6.4 weeks holiday, flexitime, eye tests, pension scheme, free parking, staff discounts, and training opportunities. We promote a positive working environment with open communication and employee involvement.