At a Glance
- Tasks: Provide top-notch customer service and technical support for barbecues and accessories.
- Company: Join North America's largest privately owned barbecue manufacturer, Napoleon.
- Benefits: Enjoy a competitive salary, 27 days holiday, and employee discounts.
- Other info: Dynamic team environment with opportunities for growth and learning.
- Why this job: Be the go-to person for customers and help them enjoy their grilling experience.
- Qualifications: Customer service experience and a passion for understanding how products work.
The predicted salary is between 27900 - 34100 £ per year.
Napoleon is North America’s largest privately owned barbecue manufacturer and from our offices & warehouse located near Berkswell, we supply leading multiple & independent retailers across the UK with barbecues and accessories.
A Great Opportunity Has Arisen To Join The UK Subsidiary Of a Long Established International Canadian Manufacturing Business In a Varied And Challenging Position As
Customer Service & Technical Support Advisor
As a Customer Service & Technical Support Advisor, you will be responsible for providing excellent service to Napoleon’s end consumers, managing consumer enquiries, warranty claims, technical product queries and spare parts requirements.
You will develop a strong knowledge and understanding of the Napoleon range of barbecues, their components and accessories, enabling you to provide knowledgeable and practical support to customers and accurately identify the spare parts they require.
You will be a key point of contact for customers requiring support with our products and will ensure enquiries and issues are handled efficiently and professionally.
While previous experience with barbecues or similar technical products would be beneficial, we are equally interested in candidates who have a strong technical aptitude, a genuine interest in how products work and a willingness to learn our product range in detail.
The role will also provide support to the wider sales office and field sales team when required.
You will work closely with colleagues across customer service, sales and the warehouse to ensure a high level of customer service and smooth day-to-day operations.
- Your Main Responsibilities And Activities Include
- 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.
About You
- 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.
- A 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.
- Ability to manage physical tasks such as picking, packing and managing stock.
- Flexible and willing to support different areas of a small, busy team.
- Possess a valid, clean driver's license and have own transport.
- We Offer
- Permanent, full-time position (37.5 hours per week).
- Salary up to £26,000, depending on experience.
- 27 days holiday plus bank holidays.
- Pension scheme, health care medical insurance, life assurance and income protection.
- Employee Assistance Program
- Employee discounts on our product range.
- #J-18808-Ljbffr
Customer Service & Technical Support Advisor in Berkswell employer: Wolf Steel Ltd
Wolf Steel Ltd offers a dynamic work environment where employees can thrive in various roles, such as Retailer & Sales Support Advisor and Technical Support & Customer Care Advisor. The company emphasizes excellent customer service and teamwork, providing opportunities for professional growth within a supportive team. Employees benefit from a proactive, customer-focused culture that values collaboration and communication.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Technical Support Advisor in Berkswell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wolf Steel Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wolf Steel Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service & Technical Support Advisor in Berkswell
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wolf Steel Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Wolf Steel Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wolf Steel Ltd!
How to prepare for a job interview at Wolf Steel Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
