Customer & Sales Service Advisors - Mon-Fri 11.00am - 8.00pm in Horsforth

Origin ally founded in Horsforth, Leeds in December 1913 as a specialist manufacturer of bespoke timber furniture, Woodlands Home & Garden has evolved dramatically over the past 100 years. Now with over 150 permanent staff across two large sites in Leeds, our business has retained its heritage as a proud UK manufacturer and successfully developed its commercial activity across a wide range of market sectors including timber machining and trade timber sales, garden building manufacturing and trade sales, a Leeds based DIY superstore, and our online B2C garden building e-commerce website, www.tigersheds.com. Following several years of consistent growth, the company is now committed to an ambitious 5-year vision and re-define and strengthen its position as the brand leader across all its market sectors.

ROLE OVERVIEW

We are now looking for a number of full time Sales & Customer Service Advisors to work within our Tiger Team who will report to the Tiger Sales and Customer Service Manager.

KEY RESPONSIBILITIES

• Collaborate with the sales team to enhance company sales performance.
• Prioritize and process customer orders and requests via telephone, e-mail, live chat, and in-person at our Show-Site.
• Handle inbound calls and emails, responding to customer inquiries and providing detailed information on products and services.
• Communicate with customers regarding their orders, including updates on delays or changes in delivery schedules.
• Investigate and resolve customer complaints promptly, addressing issues such as late deliveries, incorrect orders, or faulty products.
• Maintain accurate and comprehensive customer service records.
• Ensure the confidentiality and security of customer records and financial information.
• Utilise database systems and technology to deliver excellent customer service.
• Coordinate with company suppliers for collections, deliveries, item repairs, and manage correspondence and emails as necessary.
• Assist customers with online registration and order processing.

ESSENTIAL CRITERIA

• Experience: Proven experience in customer service or sales support roles. Experience handling inbound calls and emails, and managing customer inquiries effectively.
• Skills: Strong communication skills (both verbal and written), with the ability to articulate information clearly and empathetically. Excellent interpersonal skills to build rapport with customers and colleagues. Proficiency in using customer relationship management (CRM) systems and database technology. Effective problem-solving skills to handle complaints and provide resolutions. Strong organizational skills, with the ability to prioritize tasks and manage time efficiently.
• Knowledge: Basic understanding of sales processes and customer service principles. Familiarity with data protection and confidentiality requirements, especially concerning customer records and financial information.
• Personal Attributes: Patient and composed under pressure, with a customer-focused attitude. Detail orientated and accurate in managing customer records and processing orders. Adaptable and open to learning new systems and processes. Proactive and self-motivated, with a drive to contribute to positive sales outcomes.
• Other Requirements: Ability to work collaboratively as part of a team. Flexibility to work varied hours if required (e.g. peak business times).

DESIRABLE CRITERIA

• Previous experience in a retail or e-commerce environment.
• Experience liaising with suppliers and coordinating logistics.
• Advanced skills in Microsoft Office Suite (Word, Excel, Outlook) or equivalent software.

What can we offer?

• Hours of work Monday - Friday 11.00am - 8.00pm (1 hour for lunch) - 40 hours.
• Competitive Rates of Pay with skills based salary increases.
• 20 Days' Holiday + bank holidays (based on 40 hours per week) and length of service increase.
• Workwear is provided.
• Annual bonus.
• Cycle to Work Scheme.
• Employee Assistance Programme.
• Personal learning & development pathway.
• Staff discount scheme across all brands.
• Free off-site parking.
• On-site canteen and facilities.

Please apply with an up to date CV and contact details. Successful candidates will be required to provide evidence of their right to Work in the UK and references on request.