Aftersales Coordinator

We are seeking a dedicated and experienced Administrator to join our dynamic Aftersales team. As an Aftersales Administrator, you will play a crucial role in supporting the department by fostering strong customer relationships, understanding their needs, and consistently going above and beyond to exceed their expectations.

• Manage the Aftersales inbox, ensuring all incoming enquiries from customers are handled efficiently.
• Liaise with clients and answer lead time queries in a timely and professional manner.
• Enter orders into the 123 system accurately, liaising with other teams to gather relevant information.
• Follow up with clients or other teams within the business for any outstanding detail holding orders back.
• Create new part requests and complete orders in 123 once received.
• Deal with amendments to orders and manage customers' expectations.
• Liaise with Purchasing for fabric, parts, and raising works orders.
• Work closely with the Workshop/Despatch department to ensure seamless order processing.
• Take incoming calls from customers and suppliers, providing excellent customer service.
• Ensure all paperwork and dates on the order processing system are kept up to date.
• Problem solve and provide solutions for any customer complaints, queries, or delays.
• Provide accurate updates to customers in relation to their order status.

• Excellent administrative skills with competent use of Microsoft Office (mainly Outlook and Excel).
• Ideal experience working in the furniture industry, but not essential.
• Previous experience working in an administrative/customer support position.
• Ability to prioritize urgent and important work over non-urgent or important tasks.
• Confident, approachable, and happy to turn your hand to anything required.
• Excellent written and verbal communication skills.
• You embody our company people values:
  • Teamwork - Collaborate effectively with humility, appreciating and integrating individual skills and perspectives to achieve collective goals.
  • Committed - Dedicate yourself fully to your role, going above and beyond with self-motivation and loyalty to achieve individual, team, and company goals.
  • Ownership - Take full responsibility for your work, performance, and conduct, acting with integrity, staying organized, and learning from feedback and mistakes.
  • Positive - Approach tasks with optimism and innovation, viewing challenges as opportunities, and bringing energy and enthusiasm to inspire and motivate others.
  • Responsive - React quickly and effectively to needs and feedback, prioritizing tasks with urgency, embracing change, and maintaining a proactive approach.

Pineapple is a leader in designing and manufacturing innovative furniture solutions for challenging environments. A family-run company started in 1975, Pineapple is now a global business with headquarters in Kent (UK) and offices in France, Germany, and the USA.

Pineapple still runs by its original ethos of creating mindfully designed furniture that not only works effortlessly and looks great but also helps foster a calm and supportive environment. Join Pineapple and be part of a team that is dedicated to making a difference through quality, innovation, sustainability, and exceptional customer care.

• Proudly featured in The Sunday Times as one of the Best Places to Work 2024
• Competitive pay
• Pension scheme
• Healthcare Cash Plan - You can claim for medical expenses, dentist, or optical services, as well as access to 100s of deals and discounts
• 23 days annual leave + UK bank holidays
• Extra day's leave for your birthday
• Workplace nursery scheme
• On joining, we'll plant a tree in your honour
• Regular team socials and events
• Monthly pizza Friday
• Fruit and snacks are provided daily
• Employee referrals bonus scheme
• Recognition of excellence/Employee rewards schemes
• Company volunteering day
• High-quality office environment
• Sustainability-focused business
• Free onsite parking / walking distance from train station