Senior Customer Service Agent

5 months ago


Manchester, United Kingdom LOFT Interiors Full time

**About LOFT**

At LOFT we have a proven track record of designing and delivering furniture across the UK for over 20 years.

Our vision is to provide a one stop furnishing solution from concept through to installation. Our mission is to deliver human centric products and services with environmental social and ethical consciousness and our purpose is to create homes sustainability, designed for the wellbeing of modern residents.

We are committed to environmental and social governance, leading the industry in our journey toward net zero, recycling and upcycling pre-used furniture, and giving back to our local community.

**Core Responsibilities**:
**Operations**
- Act as the interface between sales and operations, to ensure customer requirements are communicated and factored into the scheduling and delivery process
- co-ordinate all van run jobs to ensure maximization of labour
- Book deliveries with the customer and utilise every available means to maintain our right first-time performance.
- Maintain a record of customer contact and the agreed delivery slot.
- Manage all orders through the transitional phases and update the system as necessary,
- Scheduling in Transport
- Submission for invoicing (Orderwise)
- Provide dedicated support for installation teams on the road, problem solving and helping to resolve issues remotely
- Provide live, daily communication updates to the installation and warehouse teams.
- Track daily delivery activity through the online management portal
- Process the PRS returns within 24 hours and subsequently making sure credits are released on time
- Record failed deliveries including reason for failure and contact attempts before reporting to Account Manager who submitted the order.
- Maintain customer complaint register.
- Act as a mentor for junior members of the team
- Set the standards of behaviour within the team.

**Order Processing**
- Process quotes/orders within 24 hrs of receipt.
- Ensure full access information is gathered and verified from clients before submitting order.
- Offer alternative products where necessary always promoting Core and Excess stock lines.
- Identify opportunities to upsell
- Ensure orders submitted are Right First Time
- Action deallocations swiftly.
- Ensure jobs are booked with operations Dept in good time.
- Make sure promise dates are always correct and do not lapse.
- Review orderbook weekly to ensure accuracy of stock allocations and promise dates

**Stock**
- Develop and maintain and in-depth knowledge of LOFT stock, core range and excess stock.
- Give priority to core and excess stock when producing client quotes.

**Customer Service**
- Offer outstanding customer service at all times

We offer competitive pay, comprehensive benefits package, including medical, dental, vision, and retirement plans. Join our team of dedicated professionals committed to delivering exceptional customer service.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Free parking
- Gym membership
- Transport links

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay
- Performance bonus

Work Location: In person


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