Product Support Advisor

Technical Support Advisor (Full time – Permanent 38.75 hours a week)

Location: Rugby

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 products as well as our expertise in the industry and excellent customer service. Häfele UK provides comprehensive customer support through our best-in-class sales and support team.

Your new role:

Providing both external and internal customers with technical advice, product solutions, and specification support. Develop their own personal skills by way of focussing on service elements within the tiered technical system in support their own personal development/growth.

Your responsibilities will include:

Core Responsibilities - Tier 3 team member “Support”

Technical Advice To provide technical support to all customers & stakeholders in the business

• Via phone, email, fax or live chat
• Respond in a professional and timely manner
• Build relationships with Hafele suppliers
• To assist with managing the process of handling failures/replacements/spares
• To assist customers with troubleshooting before notifications are required
• To be available to assist the category management team with new product introduction
• Contribute to the continuous improvement of product marketing channels and the service element of the customer journey
• Have an overall basic understanding of the wider business and current open projects
• Log feedback and maintain a list of frequently asked questions in order to improve the offline service
• Report on and ensure adequate follow ups are made

Hafele 2 Order

• Have a thorough understanding of the service – customer journey of service
• Assist with initial enquiries for this service
• Hafele 2 Order forms upon customer request
• Support and manage the entire order process from start to completion
• Manage customers’ expectations in relation to orders, quotations and delivery
• Reporting of orders placed and follow ups needed

The technical team member will have a full end to end understanding of the above tasks, and always operate in a professional manner - leading the way with one of the only technical services available within the industry under the Hafele brand

Experience/Qualifications:

• Minimum level 2 literacy and numeracy.
• Minimum level 2 Microsoft applications.
• Customer Service.
• Foundation SAP level.
• Ability to interpret Architectural Drawings, Lighting Specifications, Kitchen designs/Plans, Schematics
• Have the ability to adapt, challenge and prioritise to manage workloads effectively
• Salesforce – CRM awareness

What you’ll get in return:

• Competitive Salary
• Bonus Scheme
• 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
• Healthcare: Cashplan scheme, access to money back on dental, optical, consultation, therapy treatments and wellbeing treatments, hospital treatment insurance, Employee Assistance Programme
• Discounts: Huge range of shopping and activity discounts available through Westfield Rewards
• Pension Scheme
• Cycle to Work Scheme
• Ongoing learning and development opportunities
• Various wellbeing activities run throughout the year

This is an exciting role where you will have the opportunity to make a strong positive impact right from the start. It is full time, permanent, core hours of work are 8:45am to 5:30pm, Monday to Friday.

Should we receive a sufficient volume of suitable applicants prior to the stated close date we reserve the right to close the advert early. In light of this please ensure your application is submitted as soon as possible. We are committed to equal opportunities.

Job Types: Full-time, Permanent

Salary: From £23,100.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Store discount
• Wellness programme

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme

Work authorisation:

• United Kingdom (required)

Work Location: One location