Job Description

Customer Aftersales Support, Marflow Engineering Limited.

Company Overview

Born in 1968 into the heartland of English manufacturing, for over 50 years Marflow Engineering Limited has built a reputation as a leading designer and manufacture of bathroom brassware. Best known for the St James England portfolio, and for pioneering the first fix shower installation solution, Marflow is now entering a new, exciting phase of development with heightened investment bringing portfolio enhancements with a fresh look and feel. In 2024 Marflow launched St James Living - a contemporary collection for Bathrooms and Kitchens - and has well laid plans for future growth within the Bathroom & Kitchens sectors.

Role Overview

As a Customer Aftersales Support Specialist, you will serve as the primary point of contact for customers seeking assistance with their bathroom brassware products. You will ensure customer satisfaction by providing timely and professional support, resolving queries, and delivering exceptional aftersales service. Your role will involve addressing technical issues, managing complaints, coordinating replacements or repairs, and maintaining strong relationships with both customers and internal teams.

Key Responsibilities:

o Customer Query Resolution: Act as the first point of contact for customer inquiries related to purchased products, including but not limited to installation, usage, maintenance, and potential faults.

o Problem Solving: Investigate and resolve customer issues efficiently and effectively, utilizing product knowledge, company policies, and problem-solving skills. This may involve troubleshooting, providing guidance, or escalating complex issues to relevant departments.

o Warranty and Returns Management: Process warranty claims, returns, and exchanges according to company procedures, ensuring accuracy and timely resolution for the customer.

o Technical Support: Provide basic technical support and guidance to customers regarding product specifications, installation best practices, and common troubleshooting steps. Liaise with the technical team for more complex technical inquiries.

o Order Management (Post-Sale): Assist with post-sale order related queries, such as delivery updates, order amendments (where possible), and providing proof of purchase.

o Customer Relationship Management: Build and maintain positive relationships with customers through professional, empathetic, and proactive communication. Ensure all interactions are documented accurately in system.

o Product Knowledge: Develop and maintain a comprehensive understanding of the company's bathroom brassware product range, including features, benefits, installation requirements, and common issues.

o Process Improvement: Identify and suggest areas for improvement in aftersales processes and procedures to enhance efficiency and customer satisfaction.

o Feedback Collection: Gather customer feedback regarding product performance and the aftersales experience and relay this information to relevant internal teams (e.g., product development, quality control).

o Adherence to Policies: Ensure all activities are carried out in accordance with company policies, procedures, and quality standards.

Product Testing & Development:

o Test samples of new products, assessing functionality, durability, and compliance with design specifications.

o Provide feedback on sample performance and suggest improvements for new product development.

o Input into the early stages of design and development with feedback on ease of fit, serviceability, known risk areas with similar products.

Quality Issue Investigation:

o Investigate any reported quality issues or product failures, identifying root causes and recommending corrective actions.

o Work with Purchasing & Operations teams to bring corrective actions to fruition

o Keep clear accurate records of reported failures & corrective actions.

Technical Process Improvements:

o Undertake ad hoc quality and technical process improvements

o Ensure record keeping of aftersales & quality related material is organised and accessible

o Develop simple, clear processes & reference information to enable best service provision to customers

o Provide training and technical guidance to the wider team, ensuring continuous skill development and knowledge transfer.

Key Requirements

Experience & Qualifications:

o Excellent Communication Skills: Both written and verbal, with the ability to communicate clearly, concisely, and professionally with customers and colleagues.

o Strong Problem-Solving Skills: Ability to analyse issues, identify root causes, and implement effective solutions.

o Customer-Centric Approach: A genuine desire to help customers and a commitment to providing exceptional service.

o Product Knowledge (Desirable): While training will be provided, prior knowledge or a strong aptitude to learn about bathroom brassware products is beneficial.

o Technical Aptitude: Ability to understand basic technical concepts related to product installation and functionality.

o Organizational and Time Management Skills: Ability to prioritize tasks, manage workload effectively, and meet deadlines.

o Attention to Detail: Accuracy in processing information and resolving customer issues is crucial.

o Empathy and Patience: Ability to understand and respond to customer concerns with empathy and patience.

o IT Literacy: Proficient in using CRM systems, email, and other relevant software.

o Teamwork: Ability to work collaboratively with other team members and departments.

Job Type: Full-time

Pay: 27,000.00-30,000.00 per year

Benefits:

Casual dress Company pension Free parking Health & wellbeing programme On-site parking Sick pay
Schedule:

Monday to Friday
Work Location: In person