Job Description

Product Advisor – £18-24K

Our client are the UK’s leading manufacturer of Bi-Folding Doors and have offices throughout the UK, Dubai and the US. They provide a bespoke service to all their clients and exclusively design every door, window and blind to the clients brief.

They are looking for a Product Advisor to sit within the Sales Operations team with a high emphasis on the technical nature of our product offering. The role is the first point of contact by phone, e-mail and web chat into the business for partners as well as general enquiries from homeowners and potential new partners. In addition to external requests this role provides a “go to” route for internal Sales Exec’s across multiple sub-teams, supporting from a product technical knowledge perspective.

Key Responsibilities:

  • First point of contact for all product technical guidance (External & Internal customers)
  • Make a receive phone calls via an automated system, fielding all inbound calls into the Sales Ops team
  • Initiate/respond to customer enquiries & provide information about our full range of products & services
  • Ensure that incoming telephone calls are answered in a professional & timely manner, triaged, and handled wherever possible or transferred where appropriate to the relevant department
  • Pro-actively engage in customer communications inc date reschedule courtesy calls, delivery confirmation reports, follow up for pending documents, deposits etc.. & Promotional offerings
  • Manage and respond to all web-site enquiries via the central enquiry mailbox & social media comments
  • Respond to on-line reviews with advice, guidance & acknowledgement
  • Cressex Showroom support- Advice, guidance & tour hosting (with partners)
  • To work in partnership with other team members and build good working relationships across all levels
  • Liaise with internal departments to ensure the smooth flow of information
  • Secondary support of Order Management teams during peak periods (inc simple quote generation, query support, Quality checks etc..)
  • Use relevant IT systems to manage & update information where required
  • Support the business growth plan by becoming a vital part of the Sales Ops function & embracing change
  • Comply with all aspects of the company’s policies and procedures
  • Adopt a continuous improvement approach and forward-thinking attitude
  • Keep up to date with the company’s product and service offering
  • General administrative duties required for everyday operation
  • Carrying out other duties & ad-hoc projects as directed by the job 

Key Knowledge/Experience:

  • Relevant previous experience in a similar role with an excellent telephone manner
  • Good written and verbal communication skills
  • Good IT skills, mainly with Outlook, MS Office- particularly Excel
  • Time management and organisation skills
  • Accurate with good attention to detail
  • Door & Window technical knowledge/background – Advantage (non-essential)

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