Customer Experience Advisor

Sonas Bathrooms; Dublin; On-site; EUR 28,000 - 36,000; Full time

Benefits offered by this job

23 days annual leave

Pension Scheme

Employee Assistance Programme

Growth and training opportunities

Job summary

Sonas Bathrooms is seeking a Customer Experience Advisor to be a key contact for our retail network in Ireland and the UK. You will work with a supportive CX team and Area Sales Manager to deliver outstanding service and solutions for customers.

Responsibilities include processing orders, updating on delivery times, managing back orders, and maintaining strong customer relationships while expanding product knowledge.

Qualifications

• Minimum of 1 year experience in a Customer Service role.
• Proficient in Microsoft Word and Outlook.
• Strong communication and teamwork abilities with a customer focus.

Responsibilities

• Process customer sales orders, confirm price and delivery dates.
• Follow up on estimated arrival times and update customers.
• Manage back orders to agreed deadlines.
• Deal with customer queries promptly and professionally.
• Support showroom, customer service and technical teams as needed.
• Promote products and offer suitable alternatives.
• Liaise with purchasing on order trends for forecasts.

Skills

Customer service

Microsoft Office

Communication skills

Attention to detail

Problem solving

Teamwork

Tools

Microsoft Office

Job description

In business since 1978, Irish owned SONAS are the bathroom experts. We design, manufacture and distribute everyday luxury style bathroom collections through a network of leading retail bathroom showrooms, builders providers and plumbers merchants.

Sonas Bathrooms are an industry leading organisation who have won Deloitte’s best Managed company awards every year since 2019.

Our Vision is to be the brand that allows you to reimagine bathrooms. Our Mission is to create long lasting, stylish and sustainable products, innovatively crafted with expertise; and supported with exceptional customer service.

About The Role:

As Customer Experience Advisor you will be one of the main contact points for any customer queries from our retail network in Ireland and the UK.

You will be a member of a team who are committed to finding solutions for our customers, supported by other CX team members and your allocated Area Sales Manager. We always ensure our customers receive excellent service and support, and that they enjoy doing business with us.

General Responsibilities

• Undertake any work assigned to you by the Company to the best of your ability.
• Effectively plan and manage your workload and time.
• Approach tasks with a customer centric mindset.
• Seek out opportunities to improve our processes and services for the Company’s

In your dealings with management, colleagues, customers, and suppliers adhere to the Company's Values:

• Support
• New Thinking
• Ambition
• Sustainability

Role Responsibilities

• Processing of customer sales orders, confirming order price and delivery dates and the agreed turnaround time.
• Following up on estimated arrival times from the purchasing team and advising customers with updates.
• Managing back orders to strict deadlines.
• Dealing with all customer queries in a timely and professional way.
• Supporting the customer service, technical support and showroom teams with other customer requirements when necessary.
• Promoting products and offering alternatives that will benefit our customers.
• Supporting and liaising with purchasing on the order/sales trends of customers for forecast/budgetary purposes.
• Maintaining excellent customer relationships.
• Building and maintaining excellent product knowledge.
• Ensuring effective communication with all departments
• Liaising closely with the warehouse and finance teams on outgoing orders and customer returns.

Required Knowledge, Skills and Experience

• A minimum of 1 years’ experience in Customer Service role
• Good working knowledge of Microsoft office programs (Word and Outlook)
• Demonstrate ability to work within a high performing team and business
• Excellent communication skills and fluent in English, both verbal and written
• Strong attention to detail
• Flexible in your approach and excellent at solving problems
• Customer focused, with a drive to ensure the best experience possible

What We Offer:

• 23 days annual leave
• Pension Scheme
• Employee Assistance Programme
• Opportunities for professional growth and training.

SONAS is known for its unique culture with strong company values which places our people, customers and business stakeholders at the heart of what we do. SONAS Bathrooms is an Equal Opportunities Employer. If you have any particular requirements, we will ensure any reasonable accommodations are implemented as part of the recruitment and selection process. We value diversity and inclusion in our workplace and want to ensure that all applicants have the same opportunity regardless of gender, civil status, family status, sexual orientation, age, disability, race, religious belief, or political opinion. We base all our employment decisions based on merit, job requirements and business needs.

A minimum of 1 years’ experience in Customer Service role