Customer Service Advisor

Posted 23 May by Stovefitter's Warehouse

Type of business

"Stovefitter’s" is an online retailer selling wood burning stoves and associated fitting materials all over the UK and has, prior to the fulfilment of this post, three full-time employees.

We operate from an old Chapel with a lot of character (open vaulted space, Mac computers, sit/stand desks, wood burning stoves for heating).

Location

Chapel Street, Mochdre, Colwyn Bay LL28 5BB

JobDescription

The successful applicant will communicate with customers via computer or telephone as required in order to assist the customer to reach their goals.

Important: Includes "medium warehouse" duties this involving up to ninety minutes a day (maximum in busy periods) in the warehouse on incoming and outgoing orders. Medium strength and good fitness required as we sell wood burning stoves and these will need some moving around.

This is a varied role and the successful applicant will be happy to complete a variety of tasks as required.

Full training will be given (although applicants will need some key skills, these listed further down on this page).

In order that a potential applicant can get a feel for the role - tasks will include (but are not restricted to):

Dealing with customers on the phone

Answering customer’s emails

Using our online customer-assistance portal "Zendesk"

Monitoring stock levels (counting stock stoves!)

Wrapping stoves ready for transit

Daily visit to local Post Office (walking distance)

Cleaning and lighting the stove/s and keeping refuelled (colder months only shared-task with other employee/s)

Keeping small kitchen and lavatory clean, and washing up in kitchen as required (shared all employees)

Hoovering office carpet and tidying office (shared all employees)

Sweeping and tidying the warehouse (shared all employees)

Talking to customers who visit the premises (very few as we are primarily online)

Locking the premises as you leave (shared)

"Although this is a very varied role I require that the successful applicant is a person who is quite pedantic about things being correct: a stickler for detail is preferable as this role will require some important checking of and quoting of financial facts and figures. It is a happy working environment so being a generally positive and cheerful person would go down well". Julian Patrick, Managing Director.

What’s in it for you?

Aside from the great working environment, pay and bonus scheme this is a great opportunity to grab a role in a small but fast growing online retailer. Because of our size the tasks you will face will be varied and sometimes challenging. Likely you will learn a lot - about selling stuff online and business in general. The premises are spacious and atmospheric and we are good bunch (and modest ;-). We are launching an exciting new product during July/August and a sucessful applicant will be involved.

Working environment

Stovefitter’s Warehouse and Design Studio is based in a converted Chapel in Mochdre, near Colwyn Bay. The office is a very desirable open-plan workspace with sitting/standing desks, Apple computers and two gorgeous wood-burning stoves.

So we do not waste your time or raise your hopes unnecessarily…

Please do not apply for this role unless you are:

  • Completely happy using a computer and smartphone. We use Macs but these are easy to pick up if you are used to a PC, and all assistance will be provided. You do not have to be a computer whizz-kid but we do expect very competent and speedy use. For example, you should know how to use folders and will be completely familiar with terms such as "cut and paste", "drag and drop" and will understand how to bcc and cc emails etc. You will likely have a smartphone and know how to use it.
  • Able to compile an email to a customer that is without errors in spelling, grammar and punctuation.
  • Very happy conversing with customers over the phone with a clear and calm voice and a confident and affable manner.
  • Happy wrapping and packing product in the warehouse. Involves movement of products weighing 50-150kg using suitable tools (trolleys and pallet trucks etc.). Bring stoves in from outside come rain or shine. Not more than ninety minutes a day in peak season, usually much less.

Hours

As this is a seasonal business the hours reflect this:

September-March Mon-Fri 10 am - 6pm (9am if holiday-cover required, overtime then paid)

+ two 4-hour Saturday mornings each month

April-August Mon-Fr 9am-3pm (5 pm if holiday-cover required, overtime then paid)

Renumeration

£20,000 per annum + yearly bonus scheme share. Pay evaluated after one year.

Holidays

Paid: 22 days (must be taken April-Aug)

No holidays can be taken between September and February (one day per each month allowed for emergency use) although a generous Christmas break is offered when we shut down for a ten-day period (ten consecutive days including weekends, Christmas/Boxing/New Years day) and you do not have to take from your holiday entitlement).

Primary skills required

As the successful applicant you will be competent and speedy in general computer skills, email in particular. You will have some experience of using spreadsheets (not compulsory). Your spelling and grammar will be to a good standard. You will likely own and be competent with a smartphone. You will likely come into direct contact with customers at some stage so you will be well presented and affable. You will have the required strength to move stoves weighing between 50 and 150kg using supplied tools and some brute strength.

Starting date

July 2018.

Required skills

  • Computer Literate

Reference: 35215234

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