Sanderson Design Group plc.
Prime Account & Digital Customer Service Advisor
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Prime Account & Digital Customer Service Advisor
We are seeking a Prime Account & Digital Customer Service Advisor to provide comprehensive support to prime account customers and sales managers, manage administrative tasks associated with Tradehub and EDI orders, and handle all UK customer service correspondence via the Ignite platform.
This role also encompasses Order & Customer Management: ensuring timely order processing, maintaining accurate system information, and building robust relationships with our customers. Assist with after-sales service, including fault resolution and claims management. Engage with potential and existing customers to thoroughly understand their needs. Gain and utilize an in-depth knowledge of our products and ranges to suggest add-ons or alternatives, enhancing the customer's purchase experience and preventing potential loss of sales. This will be achieved by delivering a world-class, customer-centric journey, meticulously designing and executing each step of the customer journey to meet individual needs and exceed expectations, fostering a seamless and memorable experience that cultivates loyalty and positions us as the first choice for our customers.
About Us:
Sanderson Design Group plc is a luxury interior design house, home to six iconic brands with over 165 years of history: Sanderson, Morris & Co., Harlequin, Zoffany. Our portfolio spans fabric, wallpaper, and paint, with manufacturing capabilities through Anstey and Standfast & Barracks. Our purpose is to ‘bring the beautiful into people’s homes and lives’ and we are the proud owner of one of Europe’s largest design archives, with over 75,000 historical documents and artworks. We also have a growing international licensing programme which supports our strategic global expansion.
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Key Responsibilities:
Telephone, Webchat & Email Support
- Provide prompt and professional service to both prime account customers and prime account sales managers via telephone and email, while handling interactions on the Talkative webchat platform for all customers using our Tradehub self-service platform. This role involves managing all forms of communication with the highest level of efficiency and accuracy. Manage all enquiries and orders ensuring that information is processed correctly and promptly in line with the service expected by all our customers.
Portal Maintenance
- Responsible for the upkeep of the prime account web and EDI portals, ensuring they are maintained to the agreed standards and levels, specifically in relation to customer service and order-related functions. This role requires a meticulous approach to managing portal content and functionality, ensuring that all elements are optimised to support efficient customer service operations and effective order processing. This ensures that prime account customers receive a seamless and efficient service experience tailored to their needs.
Measures of Success:
- Customer Satisfaction: Maintain high levels of customer satisfaction by ensuring every interaction meets the company’s standards for quality service.
- Number of Interactions Handled Per Day: Efficient management of daily interactions across email, calls, and Talkative webchat platforms.
- Time Taken Per Interaction: Aim to minimise the time taken per interaction while maintaining effectiveness and customer satisfaction.
- Accuracy of Orders and Sample Entries: Ensure all orders and sample entries are processed with high accuracy to an agreed standard.
- Maintenance of Prime Account Portals: Keep prime account portals updated and ensure they are maintained within the agreed standards to facilitate smooth operations and customer access.
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Connecting with Others:
- Sales Colleagues: Collaborate with Prime Account Sales Managers and other sales colleagues to ensure optimum performance and alignment on customer expectations and service delivery.
- Customers: Engage in proactive relationship management and strategic business development to enhance loyalty and growth with prime account holders.
- Collaborating with Customer Service Management: Work closely with Customer Service and Administration Managers to assess and enhance service levels across all communication platforms. Utilise customer feedback to drive continuous improvement and engage in regular discussions with management to share insights and strategies. This collaboration is crucial for enhancing overall performance and achieving exceptional customer service outcomes.
Values & Behaviours:
- Intrepid: Proactively seek solutions, make thoughtful decisions quickly and step forward with confidence.
- Imaginative: Be resourceful, be curious, share knowledge and work inclusively with others to drive creativity and innovation.
- Respectful: Positive communication and collaboration.
We are committed to providing equal opportunities to all and we welcome applications from candidates with diverse backgrounds.
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