Customer Service Advisor – Pre Delivery

Customer Service Advisor – Pre Delivery –Parker Knoll

WHO ARE SOFA BRANDS INTERNATIONAL?

Sofa Brand International is a market leader, with a turnover of close to £70m, and home to five unique sofa brands: Duresta, Parker Knoll, G Plan, Collins & Hayes, The Lounge Co.

Our range of contemporary and classic styles reflect the individual needs and lifestyles of our customers and can be found in 600 retail outlets across the UK. Sofa Brands International has a collective heritage of over 500 years' experience in the industry. With a wealth of design, manufacturing, sales, and marketing talent, we are a force to be reckoned with when it comes to British-made, handcrafted furniture.

At the heart of the group lies great British design and craftsmanship. Every piece of furniture from SBI's six brands is made by hand in purpose-built factories in Nottinghamshire and Wiltshire. The group excels in combining the best of traditional furniture making methods with cutting-edge techniques.

At Sofa Brands International, we work hard to offer the best in the industry and we're the largest manufacturer of quality sofas in UK. Our employees are the lifeblood of SBI; the group currently employs 700 people.

Job Overview

As a key team member of the customer service team, the role holder's key duties will be:

• Being the main point of contact for Retailer and Customer phone calls offering a professional and timely resolution
• Responding to emails from retailers and customers focusing on first contact resolution picking up the phone where required to achieve best outcome.
• Build an extensive product knowledge of all brands.
• Proactively managing orders through production to ensure timely delivery. Including High profile customers.
• Working with production and commercial teams to ensure accurate fabric lead times are maintained and communicated.
• Tracking and reporting of oldest orders focused on earliest resolution and identifying root causes to prevent re occurrence.
• Be first point of contact for Area Sales Managers and Commercial Directors.
• Drive resolution to escalated orders attending Load Failure meetings.
• Update and maintain load failure spreadsheet, working proactively to ensure orders that have failed, do not fail again.
• Attend product launch meetings and update Customer Operations on new model introductions.
• Update and maintain Fabric Delay spreadsheet and communicate with customers
• Work through Incomplete orders and drop off emails daily ensuring correct information is communicated to customers.
• Identifying any trends in delays and working closely with other departments to gain accurate information, prompt resolutions and providing the best communication to customers
• Upload the manifest for Wincanton
• Reply to and investigate Trust Pilot reviews Track and prioritise displays to ensure timely delivery
• Identify any issues with incorrect information on the website or discount logs and flag with the appropriate department to correct

Qualities we value

• Excellent communication and interpersonal skills, both verbal and written.
• Strong problem-solving abilities and ability to remain calm under pressure.
• Highly organized, with keen attention to detail.
• Ability to manage multiple tasks and priorities effectively.
• Experience in customer service or a related field is preferred, though not required.
• Ability to work well in a team and contribute positively to team goals.

Qualifications & Skills - REQUIREDED:

• Excellent communication and interpersonal skills
• Organisational skills
• Time management skills and the ability to prioritise their workload effectively
• Problem-solving skills and the ability to come up with creative solutions to issues
• Able to work with a team, take direction from others and collaborate effectively
• Ability to use own initiative and being proactive in your day-to-day tasks
• Strong IT skills: Proficient in using, Microsoft Office Suite (Excel, Word, PowerPoint), and other customer support tools.

Diversity

At Sofa Brands International, we don't just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our people, our customers, and our wider community that we live in.

Sofa Brands International is proud to be an equal opportunity employer. We will never discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local laws.

Job Types: Full-time, Permanent

Pay: £24,009.70 per year

Benefits:

• Bereavement leave
• Canteen
• Casual dress
• Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Sick pay

Work Location: In person