After Sales Assistant

PORCELANOSA, a global leader in the innovation, design, manufacture and distribution of Tile, Kitchen, and Bath products, endeavors to be the industry leader by providing trendsetting cutting-edge designs of unparalleled beauty and refinement, uncompromising quality, technologically superior products and dependable services to its clients. Through a dynamic company owned and independent distribution network,

Porcelanosa was founded over 45 years ago in a small village by the Mediterranean Sea in Castellon, Spain. Since then, we have been providing architectural and design solutions to consumers and the A&D community with unparalleled innovation, quality, and service. Porcelanosa has experienced incredible growth over the years and today our global presence extends to over 140 countries through more than 400 company owned showrooms, distribution centers and an extensive network of independent distributors and retailers.

Responsibilities

The role is to support the After Sales function for Porcelanosa South East. As a member of the After Sales team, you will predominantly work to assist and support the department through timely resolution of customer complaints.

Key skills and responsibilities of the job;

• Processing customer service technical enquiries, dealing with enquiries efficiently & ensuring customers are kept up to date at all time.
• Liaise with customer service engineer to book customer site visits for them.
• Liaise with Team Leader regarding all claims caused by Porcelanosa and obtain authorisation prior to completion of works.
• Liaise with; Noken, Systempool and Gama Décor as appropriate to order spare parts covered under warranty.
• Ensure all parts ordered and covered under warranty are re-charged to the appropriate factory.
• Produce monthly report for the Office Manager detailing approved claims, costs and status ie; covered under warranty or not under warranty.
• Maintain an up to date customer services log.
• Ensure all requests to Spain are entered onto the SAP System.
• Responsible for obtaining information from customers initial enquiry as to whether an issue is in connection with a product warranty or a plumbing issue.
• Responsible for ordering and maintaining stock of all spare parts used by Customer Services engineer.
• Dealing with customers in a professional, polite & friendly manner.
• Attend regular training sessions so that knowledge of products is kept current.
• Be correctly attired at all times in accordance with company policy.
• Maintaining confidentiality on all aspects of company policy and operations when dealing with and speaking to customers and suppliers.
• Process all replacement orders and cross check against active claims
• Any other duties / responsibilities so designated from time to time by the Team Leader.
  
  

Personal Attributes

• Excellent People Skills
• Smart personal appearance
• Clear and positive communicator
• Previously experience in a customer focused and administration support role
• Good time management
• Ability to prioritise work load
• Pleasant and friendly telephone manner
  
  

Education and Qualifications;

• Excellent communication and written skills
• Must be numerate
• Comprehensive knowledge Word, Excel and other Microsoft packages
• Experience of SAP would be advantageous
  
  

Benefits;

• 23 days holiday Plus 8 Bank Holidays
• Free parking on site
• Staff Discount