Customer Solutions Specialist

2 weeks ago

Rugby, United Kingdom Häfele UK Ltd Full time

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 product 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:

Working as part of the Custom Solutions Team, you will be responsible for supporting the day-to-day operational activities, including the duties required to meet the KPI’s of the team. You will also be responsible for a variety of tasks from quoting to ordering and right the way through to liaising with the warehouse team on incoming work and operational tasks. Full training will be given on our processes and systems.


Key Responsibilities:

  • To have a thorough understanding of the service we offer.
  • Assist with initial enquiries from customers
  • Support and manage the entire order process.
  • Manage customers’ expectations in relation to orders, quotations, delivery, and reporting of orders placed and follow ups needed.
  • Liaise with the entire team to ensure collaborative approach.
  • The ability to support with both live chat and email support.
  • Respond in a professional and timely manner.
  • Offer resolutions or contact details for those questions that cannot be answered.
  • Log feedback and maintain a list of frequently asked questions to improve the offline service.
  • Understanding bespoke queries from customers and working out measurements for bespoke products.


What you’ll need to succeed:

To be successful in this position you will have:

  • Previous proven experience of order processing systems, data management and customer management
  • Excellent customer relationship management and the ability to deal with customers in a professional manner.
  • Proactive
  • Comfortable in resolving complaints when needed
  • Intermediate level in Microsoft Office
  • Accuracy and attention to detail
  • Willing to learn to interpret and understand architectural drawings, lighting specifications and kitchen plans
  • SAP Experience is desirable not essential
  • GCSE 4 or above in Maths and English



What you’ll get in return:

  • Basic salary £24,679
  • Bonus scheme up to 10%
  • 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: Cash plan 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
  • Häfele stock discounts
  • Cycle to Work Scheme
  • Ongoing learning and development opportunities
  • Various wellbeing activities run throughout the year
  • Volunteering days


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, Monday to Friday, working hours 8:45am to 5:30pm based on site in Rugby. A job profile is available on request. Please send your CV and covering letter to the Recruitment Team.


Shortlisting and interviews for this role will take place while the advert is live; the vacancy will be closed as soon as the successful candidate is appointed. Applicants are therefore encouraged to submit applications as soon as possible. We are committed to equal opportunities.

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