Technical Support & Customer Care Advisor – Barbecues

Wolf Steel Ltd; Berkswell; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Pension scheme

Health care medical insurance

Life assurance

Income protection

Employee Assistance Program

Employee discounts on product range

27 days holiday + bank holidays

Job summary

Napoleon, located near Berkswell, seeks a Customer Service & Technical Support Advisor to deliver excellent consumer care, handle warranty claims and spare parts, and support sales teams. You should grasp product operation, troubleshoot, and communicate clearly with customers.

Prior barbecue or technical-product interest is helpful, with a proactive, meticulous approach. The role involves assisting with stock, administration, and showroom duties in a small team, with a full-time 37.5-hour week

Qualifications

• Previous experience in customer service, administration, sales support or a similar customer-facing role.
• Strong customer service and communication skills, with a practical and solutions-focused approach.
• Good problem-solving skills and the ability to explain technical information clearly to consumers.
• Genuine interest in products and how they work, with the ability and enthusiasm to develop strong technical product knowledge.
• Confident interpreting product information, diagrams, specifications and spare-parts information.
• Excellent knowledge of MS Office required, and Sage Accounts 50 experience would be a plus.
• Well organized, accurate and comfortable managing several tasks at once.
• Positive attitude and a proactive approach to problem-solving.
• Possess a valid, clean driver's license and have own transport.

Responsibilities

• Handle consumer enquiries by phone and email, including product, technical and general queries.
• Provide clear guidance on product operation, care, maintenance and troubleshooting.
• Manage consumer issues and warranty claims, resolving or escalating cases as appropriate.
• Identify barbecue models, components and spare parts using product documentation and technical information.
• Process consumer spare parts and direct customer orders and keep customers informed throughout.
• Pick, pack and dispatch spare parts and direct customer orders via courier services.
• Liaise with the warehouse regarding stock availability, fulfilment and inventory.
• Maintain accurate customer, order and warranty records.
• Keep up to date with new products, models and technical information.
• Support retailers, the field sales team and wider sales office during busy periods and staff absence.
• Assist with general administration, stock control, trade shows and events as required.
• Support the warehouse with stock handling and order picking when required.
• Ensure the showroom, reception and office areas are clean and tidy.

Skills

Customer service

Administration

Sales support

MS Office

Communication

Problem solving

Technical aptitude

Organised

Driver's license

Tools

Sage Accounts 50

Job description

Napoleon, located near Berkswell, seeks a Customer Service & Technical Support Advisor to deliver excellent consumer care, handle warranty claims and spare parts, and support sales teams. You should grasp product operation, troubleshoot, and communicate clearly with customers.

Prior barbecue or technical-product interest is helpful, with a proactive, meticulous approach. The role involves assisting with stock, administration, and showroom duties in a small team, with a full-time 37.5-hour week