Our Customer Service team is made up of around 50 employees who work on an individual and team basis to deliver excellent customer service to our trade customers. Responsibilities in the team include resolving customer queries by phone and email, processing orders, administration and checking stock levels.
Our Customer Service Advisors work closely with Product Coaches and Team Managers to develop and maintain outstanding product knowledge across our wide range of window covering offerings. Delivering effective solutions for our customers also entails effective inter-department working, giving employees the opportunity to build relationships and develop their understanding of the wider business.
We are looking for three suitably experienced advisors to join our team.
The roles offer day shift working hours, including an early Friday finish:
Monday – Thursday 8.30am to 5.00pm, Friday 8.30am to 2.00pm (37.5 hours per week).
The successful Customer Service Advisors will undertake a structured programme of induction and training from day one, once employees are competent in their role they also regularly receive product training.
As well as a competitive starting rate of pay, our employees avail from our enhanced benefits package.
ABOUT US
Decora is a family owned and directed company creating innovative window covering solutions for the window blind trade. At Decora we manufacture and distribute a wide range of blind types and components and provide wholesale and made to measure solutions.
With sites in Lisburn (NI), Birmingham (England) and Huddersfield (England) the Decora team is made up of around 900 employees. Together we achieved a turnover in 2023 of £105 million.
Decora is proud to be Investors in People and ISO accredited.
Main duties and responsibilities
* Liaise with Customers via telephone and email providing a high level of Customer Service.
* Ensure full accuracy and attention to detail in all interaction with internal/external customers.
* Process orders received via fax, telephone or email, accurately and within specified timelines.
* Adhere to the Company’s internal customer service standards: Quality Performance Process; telephone greeting and manner; professional written communications; agreed response times, etc.
* Check stock levels as required and advise customers of alternatives if necessary.
* Ensure extensive product knowledge is maintained.
* Display a flexible and co-operative approach at all times.
* Any other reasonable duties which may be required by management from time to time.
Minimum Requirements
* At least 1 year’s experience in a customer focused role
* Be able to communicate effectively in English, both verbally and in writing
* High level of computer literacy including experience of Microsoft packages
* Strong attention to detail
* Ability to work accurately under pressure and within strict deadlines
* Ability to remain calm and controlled
* Good problem-solving ability and ability to work on own initiative
* Highly customer focused, demonstrating understanding of customer needs and requirements
* Proven experience in a similar role
* Experience working in FMCG/manufacturing support environment
* Customer Care Training and/or Telephone skills training
* Experience of order processing, data entry, providing quotations
* Experience of using sales order processing packages / customer databases
What we offer
* Enhanced annual leave with additional for long service
* Attendance rewards- quarterly £50
* Loyalty bonus- annual
* Long service awards
* Health Shield benefit upon 6 months service
* Discount on company products- up to 50% upon 6 months service
* Life assurance upon 1 years service
* On-site parking
* Hybrid working opportunities after training
To apply, please forward your CV and covering letter, which demonstrate how the above criteria are met, through the ‘Apply Now’ button below.
*Applicants should be able to provide proof that they have a right to work in the UK.
**This role is office based in Lisburn, Co Antrim.
Decora is an equal opportunities employer and is committed to supporting an inclusive workplace. Should applicants require adjustments during the application and/or interview process please reach out to our Recruitment Team via phone or email.
Recruitment agencies please note: Where recruitment agency assistance is required our Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles will not be accepted for this role.
Link to this job: https://www.decora.co.uk/careers/customer-service-advisor-2-roles/
Location: Lisburn, Co Antrim
Department: Customer Service
Employment Type: Full-time, Permanent
Minimum Experience: At least 1 year’s experience in a customer focused role
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