Customer Service Advisor – Stovax

THE STOVAX GROUP

Established in 1981, the Stovax Group (comprising Stovax, Gazco, Yeoman) designs, manufacturers and distributes high quality stoves, fireplaces and cookers to more than 30 countries.

The Stovax Group has predominantly grown organically through designing and developing its own products which are at the mid to upper sector of the market.

The Stovax Group now employs more than 270 staff and has a proven record of developing and promoting staff. The Group continues to invest not only in a continuous new product programme, but also in structured training (both internal and external) for its staff.

Due to continued expansion of the Group, which is in strong financial health, the Group is looking for a number of new positions. The common requirement for people interested in these roles will be a desire and commitment to be involved in a dynamic business where the over riding criteria are product quality and customer satisfaction.

THE COMPANY

Stovax designs, manufactures and distributes solid fuel stoves, fireplaces, mantels and associated flue systems and accessories. Based in Exeter, Stovax is the market leader in its product sectors and one of the largest fireplace companies in Europe.

THE ROLE

Reporting directly to the Customer Services Manager, you will be taking calls from our dealers, answering queries and questions and placing orders onto the database. This role requires you to be able to multi task, enjoy working in a fast paced environment and have the ability to liaise with other departments in order to provide excellent Customer Service.

JOB DESCRIPTION

Learn and be able to advise dealers on our complete product range through training and researching company literature, such as brochures for product/technical information and prices.

·Receive telephone calls from our customers, ensuring all calls are dealt with promptly and in a friendly and professional manner.

·Develop a rapport with our dealer network and build relationships with immediate team, internal departments and customers.

·Input telephone, email or faxed orders onto the order input system, ensuring the customer details and orders are accurately entered and acknowledgements of orders are sent to customers.

·Support the Sales Representatives by answering queries relating to customer details, inputting of orders, displays and providing product ordering information.

·Respond to telephone, email and faxed enquiries from customers, ensuring they are dealt with in a timely and professional manner.

·Liaise with the Warehouse and distribution companies to ensure timely and accurate distribution of our products.

·Administration of correspondence generated from pro-formas/invoices and distribution documentation.

·Calculate customer discounts and advise customers on product pricing, explaining discounts and cost of distribution, if appropriate.

·Resolve customer complaints/problems arising from late deliveries, damaged goods, back orders or other issues, ensuring communication to the customer is timely, accurate and professionally managed.

·Log customer issues onto CRM system, detailing all communication to the customers.

·Advise customers and process add on sales orders, such as accessories, mantles, warranties and spares.

·Provide feedback to internal departments such as Marketing, Purchasing, R&D and Warehouse.

·Ensure all information given is within the agreed company framework referring queries and issues to Technical Customer Services or other internal departments, where appropriate.

PERSON SPECIFICATION

Possess excellent communication skills, to communicate complex product information, clearly and concisely.

Ability to listen and extract information from customers and other departments.

Enthusiasm to learn new skills and ability to grasp large amounts of product information.

Ability to work to set standards and procedures.

Be computer literate, and familiar with Microsoft Office packages.

Ability to extract accurate information from computer systems re stock levels, availability, customer credit limits, discounts and prices and relay this accurately and concisely to customers in a friendly and supportive manner.

Ability to accurately input data and maintain attention to detail, even when under pressure.

Possess a flair for developing and maintaining good client relations.

Please refer to the Stovax Heating Group About Us section for more company information.

Apply For Position

If you are interested in joining the Stovax Group, please forward your CV with a handwritten covering letter to: Human Resources, Stovax Ltd, Falcon Road, Sowton Industrial Estate, Exeter, Devon, EX2 7LF.

You can also e-mail: careers@stovax.com, please attach your CV (Word doc or PDF) to your email (max 1mb please).