Customer Support Agent

Location: Sheffield

Salary: £18,000 - £20,000

Reference: 7123

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Sue Ross Recruitment are delighted to be working with one of Europe’s leading suppliers of contemporary fitted furniture, supplying products around the world into DIY, construction, newbuild and online channels.

We are looking for a Customer Support Agent to be based at their Sheffield offices in S13.

Key Responsibilities include:

  • Job creation on the system for installs and confirming these installation dates to customer.
  • Responsible for managing the flow of orders from e-platforms (web and showroom origin), into the ERP system (AX order entry).
  • Where replacement or additional product/parts are required, careful determination is made and remedial orders are processed.
  • Build and maintain a deep understanding of the product range to allow you to provide selection advice and basic technical support to customers
  • Maintain regular communication and healthy working relationships with all internal stakeholders, being attentive to their enquiries and support needs, and working in partnership to ensure conversion of all customer enquiries and orders into a right first time delivery and/or installation.
  • Support with all outstanding customer care visits and the ordering of any necessary product to ensure the issue is rectified to the customer’s satisfaction.
  • Manage all customer issues/complaints, ensuring all records are maintained and documented for the purposes of route cause analysis.
  • Facilitate customer solutions and resolutions by bringing together cross functional stakeholders including Installation, Production/Warehouse, Planning, Logistics, Sales and Marketing.
  • Study daily, weekly and monthly KPI’s to improve the company’s ‘Right First Time’ success rate. Proactively investigate the KPI’s to discover where improvements can be made to achieve a greater success rate, implementing and owning those changes in all areas of our business.
  • Build and maintain strong relationships internally.
  • To work to an accuracy target of 100%, ensuring care, attention to detail and a meticulous approach to transposing header and line information to the AX system.
  • Support Internal Account Managers with outbound communication and appointment booking confirmation.

Skill Requirements:

  • Attention to detail, task focus and accuracy.
  • Excellent organisational and prioritisation skills, and able to work under pressure
  • Understanding of the product and construction industry preferred.
  • Able to work as part of a team as well as individually.
  • Confident and assertive communicator across all mediums.
  • Excel intermediate, comfortable working with ERP and scheduling systems, strong administration skills.
  • An influencer by nature, able to engage both internal and external stakeholders to be customer centric in their approach to ensure customer satisfaction continuously.

Person Specification:

  • Positive ‘can do’ attitude, optimistic when overcoming challenges and adversity.
  • Proactive approach to responsibilities and tasks.
  • Strives for change, is continuous improvement focussed with the customer experience always at the forefront.
  • Highly committed and driven, with a desire to achieve and improve.
  • Self-motivated, demonstrating commitment, urgency and diligence.
  • Passionate about customer service excellence and delivering positive and memorable service experiences, both personally, and by influencing and inspiring others.
  • The ability to communicate across all sectors and levels of the business.


Hours of work: 37.5 hours a week worked Monday to Friday with an early finish one day each week.

26 days holiday, plus statutory entitlement

Contributory pension scheme

Westfield health Cash plan

Life Assurance

Free Parking

Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.

 May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment.