Job summary
Reporting to the Customer Experience Manager, the person in this position serves as the first point of contact for external customers. They advise customers on available options to optimize project execution and coordinate delivery. As a key point of contact for clients, they act as an ambassador for the company. They build customer loyalty and foster strong client relationships while conveying the positive, professional, and reassuring image that is essential to the company’s reputation and success.
Key tasks
- Assist and advise clients throughout the kitchen and bathroom project planning process, from quotation to installation;
- Respond to and handle after-sales service requests and support calls;
- Review, sort, date, file, and/or distribute emails to the appropriate recipients;
- Prepare the weekly delivery schedule based on established delivery dates;
- Follow up with customers to confirm all information required for delivery and provide the daily delivery list to the delivery driver;
- Manage incomplete deliveries (additional items, damaged goods, shortages), initiate the ordering process, and ensure proper follow-up;
- Report non-conformities in completed orders to the superior;
- Analyze designs and drawings and ensure they are feasible according to customer requirements and available manufacturing processes;
- Review plans and verify the accuracy and consistency of drawings with the original project requirements;
- Process order corrections and revisions;
- Follow up with customers regarding orders to ensure all details are accurate and that all required signatures have been obtained;
- Conduct appropriate follow-ups with customers regarding quotations and orders;
- Maintain quotation records and perform all necessary customer follow-ups;
- Provide solutions and assist customers in sourcing materials, including those outside the company’s standard product offerings;
- Prioritize tasks effectively to meet customer needs within agreed timelines, which may at times be tight and demanding.