Customer Support Advisor

Permanent, Site based, Full Time, 38.75 hours, Monday to Friday 8:45am to 5:30pm

Location: Rugby Head Office – CV21 1RD

Your new Company: Häfele is an internationally trusted name supplying furniture fittings, ironmongery and hardware to the trade. We are recognised for our extensive range and quality of product as well as our expertise in the industry and excellent customer service.

Your new role: We are looking for a passionate and customer-focused Customer Support Advisor to join our team. In this role, you will deliver a first-class customer experience by effectively managing customer enquiries, processing orders accurately, and providing tailored solutions that exceed expectations. You will play a key role in ensuring a seamless customer journey while maintaining high standards of service, efficiency, and accuracy.

Key Responsibilities:

• Deliver exceptional customer service across multiple channels, including 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: Delivery Blocked Orders (Proformas, Price Confirmations, Pending Orders), HACR order management, Daily back-order reviews.
• Handle inbound customer calls, responding promptly and professionally.
• Take ownership of customer queries from initial contact through to resolution.
• Ensure customer issues are resolved efficiently, with the majority completed within 48 hours.
• Maintain accurate customer records and ensure excellence in data entry.
• Work collaboratively with internal departments including Sales, Finance, Logistics, and Operations to support customer requirements.
• Monitor and maintain compliance standards, ensuring zero non-conformances and timely resolution of outstanding issues.
• Contribute to continuous improvement initiatives that enhance the customer experience and reduce complaint-related costs.
• Maintain professional development through ongoing learning and training activities.

What you’ll need to succeed:

• Minimum Level 2 qualification in Literacy and Numeracy.
• Minimum Level 2 proficiency in Microsoft Office applications.
• 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 Integrated Management Systems, including ISO 9001, ISO 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.
• Excellent verbal and written communication skills.
• Strong attention to detail with a high level of accuracy in data entry.
• Proven ability to manage multiple priorities and meet deadlines.
• A proactive, solutions-focused approach with a commitment to delivering outstanding customer service.
• Strong problem-solving skills and the ability to build positive relationships with customers and colleagues.

What you’ll get in return:

• Competitive Salary: Enjoy a starting salary of £27,101.75 / £13.45 per hour, with the added potential to earn an annual bonus of up to 10% of your yearly pay.
• Benefits including: Holiday of 23 days’ basic + 8 bank holidays in a complete year, increasing to 28 days basic with our length of service programme.
• Health Cash plan scheme; Claim back up to £765 annually for medical and wellbeing costs for yourself, and up to £470 for dependent children.
• This covers a wide range of treatments including dental, optical, therapy, and wellbeing costs, with the added option to increase your level of cover and add another adult.
• Additional benefits include: Employee Assistance Programme (EAP) offering confidential support and guidance for you and your family 24/7, GP phone service for easy access to medical advice, Quicker access to medical scans and surgical procedures, Counselling services, Discounts on gym memberships to help you stay active, Hospital treatment insurance, Huge range of shopping, restaurant and activity discounts, Enhanced Pension Scheme to secure your financial future.

The vacancy will be closed as soon as the successful candidate is appointed. Applicants are therefore encouraged to submit applications as soon as possible. We are committed to equal opportunities. At Häfele UK, we’re proud to be a Living Wage accredited employer, demonstrating our commitment to fair pay and the wellbeing of our people. This means every member of our team earns a wage that meets the real cost of living – not just the government minimum – because we believe hard work deserves fair reward.