Multi-Channel Customer Support Specialist

Hafele UK Ltd; Royal Leamington Spa; On-site; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Competitive salary and bonus potential

Health and wellbeing benefits

Cycle to Work scheme

Volunteering days

Job summary

Häfele UK Ltd is seeking a Customer Support Advisor to deliver first-class service across telephone and live chat, manage orders accurately and provide tailored solutions to customers. You will work with Sales, Finance and Logistics to ensure a seamless journey and timely responses.

The role requires strong communication, good data entry, and familiarity with SAP and MS Office. Core hours are 8:45am to 5:30pm, Monday to Friday, with a salary starting at £27,101.75 and a potential annual bonus up

Qualifications

• Minimum Level 2 qualification in Literacy and Numeracy.
• MS Office proficiency (Level 2).
• Level 2 or Level 3 Customer Service NVQ (or currently working towards).
• Successful completion of TTP 14.
• Intermediate SAP system knowledge.
• Foundation product training.
• Understanding of ISO 9001/14001 and OHSAS 18001.
• Knowledge of customer and vendor trading terms.
• Awareness of haulage and logistics operations.
• Understanding of finance processes and the relationship between Sales and Finance functions.

Responsibilities

• Deliver exceptional customer service across telephone and live chat.
• Provide customers with comprehensive solutions to their order and account enquiries.
• Process and enter all customer orders accurately and within agreed deadlines.
• Manage order fulfilment activities including proformas, price confirmations and back-orders.
• Handle inbound customer calls promptly and professionally.
• Take ownership of customer queries from start to finish.
• Ensure issues are resolved efficiently, with most within 48 hours.
• Maintain accurate customer records with high data-entry accuracy.
• Collaborate with Sales, Finance, Logistics and Operations to support customer requirements.
• Monitor compliance standards and resolve outstanding issues.

Skills

Customer service

Communication

Multitasking

Attention to detail

Education

NVQ Level 2 Customer Service

TTP 14 completion

Tools

Microsoft Office

SAP

ISO quality systems knowledge

Job description

Häfele UK Ltd is seeking a Customer Support Advisor to deliver first-class service across telephone and live chat, manage orders accurately and provide tailored solutions to customers. You will work with Sales, Finance and Logistics to ensure a seamless journey and timely responses.

The role requires strong communication, good data entry, and familiarity with SAP and MS Office. Core hours are 8:45am to 5:30pm, Monday to Friday, with a salary starting at £27,101.75 and a potential annual bonus up