Customer Support Advisor

**Customer Support Advisor - Brick**

**Head Office, Cheadle, SK8 3SA**

We have been manufacturing quality building products since 1819 when we opened our first clay brick factory in Vienna, Austria. Wienerberger are the world's largest producer of bricks and are No. 1 on the clay roof tiles market in Europe. Boasting 204 plants across 30 countries, our presence in the UK is currently larger than at any point in our 200 year history, employing c.1,300 people across our Head Office, 4 showrooms, 13 manufacturing sites and 6 distribution centres, and a further c.700 people across our 1 office and 3 manufacturing sites within BPD and FloPlast. We manufacture in excess of 400 products including bricks, roof tiles, construction membranes and piping solutions for the homebuilding, renovation and built environment markets, supported by our commitment to safety, quality and sustainability.

**Our Role**

We are now recruiting for a Customer Support Advisor who will be based at our Head Office in Cheadle.

**Key Objectives and Responsibilities**
- Provide Excellent Customer Service
- Processing sales orders accurately and efficiently
- Manage allocated customer accounts
- Manage samples request when required
- Support external sales force
- Investigate and process credit notes
- Inputting of quotes accurately and in a timely manner ensuring that any authorisation has been obtained for any quotes that are below minimum referral prices ensuring the system is used correctly when pricing customers
- Check orders are input correctly and liaise with customers ensuring best service
- Make internal and external calls to customers in a professional manner for both sales opportunities and to advise or provide technical information
- Answer all incoming calls, assisting customers with their enquiries in a professional and efficient manner in a professional manner ensuring that abandoned calls are kept to the absolute minimum
- Ensure all correct complaint procedures are complied with and the correct authorisation is sought for any complaints that need despatching
- Receive QA updates and process further action on the complaints
- Obtain the correct authorisation for any complaints that need despatching
- Ensure all information is obtained from Area Managers for any new complaints to be entered onto the system
- Work closely with the Order Input team ensuring all orders are checked for accuracy in a timely manner
- Meeting department targets and KPI’s
- Building and maintaining good working relationships with all internal and external customers
- Order book cleansing on a regular basis
- Managing order put backs with customers and our haulage partners
- Dealing with customer complaints ensuring a satisfactory resolution

**Skills & Experience**
- GCSE A-C (or equivalent) in Maths and English
- Minimum of 2 years’ experience in a similar role
- Good analytical skills
- Positive can do attitude
- Excellent phone manner
- Ability to work calmly under pressure
- Able to work on own initiative and as part of a team

**Hours of Work: Monday to Friday, 9.00am - 5.00pm**

**What You’ll Get**
- Professional growth, training and opportunities to hone your skills and evolve your knowledge
- A share in the Company’s success via our bonus scheme
- Up to 25 days annual leave plus the ability to purchase or sell leave through holiday trading
- Company Pension
- Excellent flexible benefits offer, including hybrid working opportunities, discounts/ cash back from various high street &
- online retailers, Cycle to Work Scheme, Health Cash Plan, Tech Scheme, amongst others
- SIP - ability to become a shareholder via our Share Scheme
- Life Assurance
- Payroll-giving