Tile Mountain is the fastest growing online Tile Retailer in the UK and is based in Stoke-on- Trent. Our company offers a range of tile products via its website ​ www.tilemountain.co.uk​ , available for delivery next working day.

Since inception in 2012, Tile Mountain has grown rapidly and has recently moved to a purpose built office and distribution centre in Tunstall.

To support this rapid growth we are looking to recruit a Customer Service Advisor with previous experience in a similar role to join our busy Customer Services Team.

The role is an interesting and varied one and primarily involves engaging customers via email as well as inbound/outbound calls to our existing customer base. Typical daily tasks include:

• Making a high number of outbound calls
• Answering general customer enquiries
• Offering style and product advice
• Data entry and order processing

Our company is built on its reputation for outstanding customer care and we continually strive to offer first class customer service at all times. As such, the ideal candidate would be able to demonstrate:

• Proven Sales & Administration experience
• Proven communication skills at all levels
• Confident phone manner
• Ability to deal with complex customer enquiries and sales related issues
• Basic computer and data entry skills (Word, Excel, Google Docs)
• Friendly and approachable demeanor

We are a young company and are looking for someone enthusiastic about providing best-in-class customer experience to grow with the business. Full product knowledge training will be provided.

Responsibilities:

• Answering inbound customer inquiries
• Managing own workload
• Responding to customer emails and contact forms
• Contacting existing customers to offer sales support
• Escalating issues to Customer Services Manager
• Up-selling additional products and accessories
• Liaising with third party couriers to arrange delivery
• Taking ownership of individual orders and resolving any issues that may arise
• Taking payment over the phone
• Processing returns
• Advising customers on alternative products/stock levels/delivery times
• Working with other departments including IT, Order Fulfilment, Dispatch, Marketing to constantly improve customer journey

Tile Mountain is the UK’s fastest growing tile retailer and has both an industry leadingecommerce and traditional retail presence. Since inception in 2012, Tile Mountain has grownrapidly and to support this growth we are looking to expand our buying team with the additionof a Data Analyst / Stock Coordinator with previous experience in a similar role to join ourteam.

The Data Analyst / Stock Coordinator will work primarily within the buying department andprovide administrative support to the busy stock control team. Due to the fast-paced nature ofour business and the constant procurement of new product ranges, we are looking forsomeone with exceptional analytical and organisational skills to help make ourbuying/procurement process as efficient as possible.

Typical daily tasks include:

• Analysis of sales data for stock planning
• Daily management of stock and forward planning in order to meet customer demand
• Processing purchase orders and sales orders accurately
• Arranging delivery of new stock from overseas suppliers
• Liaising with suppliers regarding queries and pricing
• Processing of completed shipping/consignment documentation
• Supporting with transport and shipping arrangements
• Stocktaking (both physical & administrative)
• Oversee storage of products, particularly of fragile items
• Coordinate regular inventory audits
• Liaise with warehouse staff and other internal teams to test products’ quality (status upon delivery and storage conditions)
• Keep updated inventory records (including daily shipments)
• Ensuring purchases do not exceed budget
• Placing orders to replenish merchandise as needed
• Forecasting supply and demand to prevent overstocking and running out of stock

Our company is built on its reputation for providing industry leading products at unbeatableprices and an outstanding customer experience, and we are constantly improving our processesand expanding our range to ensure we deliver the products our customers want, when theywant them. As such, the ideal candidate will have:

• Highly developed interpersonal skills
• Ability to multitask
• Highly developed analytical skills
• Ability to interpret large amounts of data
• Excellent communications skills

Required Skills & Knowledge

• Accurate and numerate
• Ability to complete tasks to strict timescales
• Problem solving skills
• ICT literate (Excel/Spreadsheets)
• Willingness to learn
• Excellent time-keeping
• Undergraduate degree