Customer Services Advisor
CUSTOMER SERVICES ADVISOR
THE STOVAX GROUP
Established in 1981, the Stovax Group
(comprising Stovax, Gazco, Redfyre Cookers) designs, manufacturers
and distributes high quality stoves, fireplaces and cookers to more
than 30 countries.
The Stovax Group has predominantly grown
organically through designing and developing its own products which
are at the mid to upper sector of the market.
The Stovax Group now employs more than
270 staff and has a proven record of developing and promoting
staff. The Group continues to invest not only in a continuous
new product programme, but also in structured training (both
internal and external) for its staff.
Due to continued expansion of the Group,
which is in strong financial health, the Group is looking for a
number of new positions. The common requirement for people
interested in these roles will be a desire and commitment to be
involved in a dynamic business where the over riding criteria are
product quality and customer satisfaction.
Stovax designs, manufactures and
distributes solid fuel stoves, fireplaces, mantels and associated
flue systems and accessories. Based in Exeter, Stovax is the
market leader in its product sectors and one of the largest
fireplace companies in Europe.
Reporting directly to the Customer Services
Manager, you will be taking calls from our dealers, answering
queries and questions and placing orders onto the database. This
role requires you to be able to multi task, enjoy working in a fast
paced environment and have the ability to liaise with other
departments in order to provide excellent Customer Service.
·Learn and be able to advise dealers on our
complete product range through training and researching company
literature, such as brochures for product/technical information and
·Receive telephone calls from our customers,
ensuring all calls are dealt with promptly and in a friendly and
·Develop a rapport with our dealer network and
build relationships with immediate team, internal departments and
·Input telephone, email or faxed orders onto the
order input system, ensuring the customer details and orders are
accurately entered and acknowledgements of orders are sent to
·Support the Sales Representatives by answering
queries relating to customer details, inputting of orders, displays
and providing product ordering information.
·Respond to telephone, email and faxed enquiries
from customers, ensuring they are dealt with in a timely and
·Liaise with the Warehouse and distribution
companies to ensure timely and accurate distribution of our
·Administration of correspondence generated from
pro-formas/invoices and distribution documentation.
·Calculate customer discounts and advise
customers on product pricing, explaining discounts and cost of
distribution, if appropriate.
·Resolve customer complaints/problems arising
from late deliveries, damaged goods, back orders or other issues,
ensuring communication to the customer is timely, accurate and
·Log customer issues onto CRM system, detailing
all communication to the customers.
·Advise customers and process add on sales
orders, such as accessories, mantles, warranties and spares.
·Provide feedback to internal departments such
as Marketing, Purchasing, R&D and Warehouse.
·Ensure all information given is within the
agreed company framework referring queries and issues to Technical
Customer Services or other internal departments, where
Possess excellent communication skills, to
communicate complex product information, clearly and concisely.
Ability to listen and extract information from
customers and other departments.
Enthusiasm to learn new skills and ability to
grasp large amounts of product information.
Ability to work to set standards and
Be computer literate, and familiar with
Microsoft Office packages.
Ability to extract accurate information from
computer systems re stock levels, availability, customer credit
limits, discounts and prices and relay this accurately and
concisely to customers in a friendly and supportive manner.
Ability to accurately input data and maintain
attention to detail, even when under pressure.
Possess a flair for developing and maintaining
good client relations.
BACKGROUND INFORMATION ON STOVAX GROUP
Please refer to the following websites: