Customer Support Coordinator

7 months ago

Glasgow, United Kingdom Flanagan Flooring Full time

**Customer Support Coordinator**
- **Please note, interviews for this position will be held from Mid-March. **_

**Position Purpose**
As Customer Support Coordinator, you will play a crucial role in delivering exceptional customer service while supporting sales activities across various channels. This dynamic and multifaceted role will see you seamlessly transitioning between departments, encompassing elements of customer support, trade counter sales, merchandising, and outbound customer communication.

**Location - **Primarily based at our head office in Baillieston, Glasgow, with field-based work utilising the company pool car where required. The role will also serve as the first line of support for our Edinburgh Trade Counter based in Loanhead.
**Forklift Licence -** They should also possess a forklift licence or be willing to undergo in-house training to obtain one, as occasional duties may require operating a forklift.
**Flexibility - **This position demands flexibility, adaptability, and a willingness to immerse themselves in a diverse range of tasks, making it ideal for individuals who thrive in a dynamic environment.

**Description of Duties**

**Customer Support**:

- Accurately process customer ordering in our system and respond to enquiries, ensuring customer satisfaction and timely resolution.
- Greet walk-in customers, providing face-to-face assistance and product advice as needed.

**Trade Counter Operations (Cover between Glasgow & Loanhead, when required)**:

- Oversee day-to-day operations, including managing stock, processing orders, and ensuring the smooth functioning of the trade counter.
- Provide excellent face-to-face customer service at the trade counter, addressing inquiries, processing orders, and upselling products as appropriate.
- Assist with stock management, including conducting stock checks, verifying received goods, and ensuring accurate inventory levels.
- Process customer payments via cash and card, ensuring accuracy and compliance with established procedures.

**Merchandising**:

- Build stands and install point of sale (POS) displays and marketing materials at customer stores, ensuring alignment with branding guidelines and optimal product visibility.
- Assist in finding the best locations for displays in collaboration with the Sales Team.
- Gather feedback from customers regarding display performance, providing valuable insights to improve marketing strategies.

**Internal Sales Coordination**:

- Conduct market research and cold calls to generate leads for external Sales Managers, contributing to the expansion of the customer base.
- Contact existing customers to inform them about promotions and special offers, driving additional sales opportunities.
- Encouraging new accounts to make purchases within their first few weeks of opening.

The jobholder should also perform any other task or activity that falls within the overall scope of the job.

**WHAT PRODUCTS DO WE SELL?**
- Carpets
- Cushion Vinyl
- Laminate
- Luxury Vinyl Tiles
- Real Wood
- Artificial Grass
- Underlay
- Accessories and Adhesives
- Contract Safety Flooring
- Carpet Tiles

**WHY WORK FOR US?**
We are a second-generation family business with the owners actively involved in the day to day running of the business. Our experienced team of over 125 people work across sites in Glasgow, Northern Ireland, and ROI, boasting a high level of skills in sales, marketing, IT, finance, and operations. We operate from a modern 48,000 sq ft facility in Glasgow, with a team of 35, and distribute using a modern fleet of 8 HGV’s.
- Competitive Salary
- Company Car allowance
- Monday to Friday
- No Weekend Work
- Company Pension

**Benefits**:

- Bereavement leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking

Schedule:

- Day shift
- Monday to Friday
- No weekends

Licence/Certification:

- Forklift Licence (preferred)
- Driving Licence (required)

Willingness to travel:

- 25% (required)

Work Location: In person

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