Sales Administrator

7 months ago

Westerham, United Kingdom Fortune Brands Innovation Full time

Fortune Brands Innovations are a US based company, listed on the New York Stock Exchange, that owns and develops a dynamic portfolio of brands for homes worldwide.

Our specialist kitchen and bathroom division, Fortune Brands Water Innovations, is made up of a collection of leading luxury UK brands: Shaws of Darwen, Perrin & Rowe, and Victoria & Albert Baths, which we market under the umbrella brand, House of Rohl.

In addition, Aqualisa completes our portfolio with its market leading digital showering technology.

All of our brands are united by a belief in design, innovation and craftmanship, leading to beautiful and high-quality products.

With manufacturing sites throughout the UK, and a House of Rohl showroom at the Design Centre in London, we currently employ over 600 people who are dedicated to delivering excellent products and service throughout our supply chain. A new multi-million pound state-of-the-art facility at the i54 Business Park in Wolverhampton will be completed later this year, generating exciting new opportunities across the business as we continue to grow.

Our people are what make our business, and we truly care about creating a ‘Home for All’ where employees are empowered to make a difference, and able to bring their authentic selves to work. We are passionate about rewarding excellence and helping people to grow, both personally and professionally, during their time with us.

If you are looking for opportunities within a progressive, innovative, and nurturing organisation; and have the energy, passion, and commitment to deliver excellence, we would love to hear from you.

We currently have an exciting opportunity to join us as a Sales Administrator within our growing Customer Service Team.

**In a nutshell, you will be responsible for**:
**What you are already great at**:

- Primary focus will be managing contracts and social media platforms
- Being the point of contact for aftercare enquiries & requests for service
- Proactively handling installer, developer or end user issues and queries and resolving them efficiently
- Day-to-day management of related databases & social media reviews responding within agreed SLAs
- Liaison with Senior Management to respond to escalated contacts
- Capturing and reporting of trend analysis
- Logging key data [contractor, developer, product specification, site details etc] onto the system
- Liaising with internal departments such as Service Support to resolve customer queries efficiently.
- Investigating online complaints & offering a resolution in conjunction with key stakeholders and Senior Managers
- Engaging with your team members to drive efficiency and continuous improvement.
- Covering additional and reasonable tasks as requested by your Managers
- Delivering responses within the agreed SLA’s across all platforms and channels being managed

**For this role we would need you to demonstrate**:

- Prior experience in customer service
- Strong technical expertise and ability to get to the root of a problem
- Experience of handling all contacts through various channels
- Highly effective levels of communication, both oral and written
- A sound knowledge of databases and systems including use of MS office
- Demonstrable experience of working in a multi-functional role
- Ability to work to tight deadlines

**What your colleagues say about you**:

- An ideas and solutions focused person
- An excellent and engaging communicator with, confidence to communicate at all levels
- Very organised and methodical
- Able to communicate ideas both verbally and in writing
- Very high level of attention to detail

**Our Values**:
Aligned - in our work together

Agile - in the face of challenge

Accountable - to our promises

Action - with integrity and transparency

**Why work for us**:
We reward our employees not just for the big headline results we reward our teams for how you have positively contributed to the business and that isn’t always defined by hitting a financial target.

We have a pay for performance culture and reward annually on results. In an ever changing environment its key that you are a curious and nimble learner. We succeed as a team so the ability to collaborate is essential. And to continue to grow and continually challenge you need to ensure you are able to both plan and align so we are all pulling in the same direction.

**The benefits bit**:
33 days holiday (inclusive of Bank Holidays)

Employee Assistance Programme

Annual Incentive Plan Bonus Structure

Life Assurance

Health & Wellbeing Programme, including health cash plan and employee assistance

Pension Plan

High St Reward Scheme

Refer a Friend Programme

Free Parking

Frequent Technology User Free Eye Care

Flexible working model

High 5 Employee Recognition Programme

And as an employer who values you, you will be welcomed with open arms and supported to succeed.

**Our hiring process**:

- You will be contacted by a member of our resourcing team for an initial discussion

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