Customer Service

The Customer Service Advisor is responsible for delivering a positive customer experience by providing product advice, managing customer enquiries, and supporting the accurate and efficient processing of orders and returns. Through proactive communication and collaboration with customers, dealers and internal teams, the role helps ensure customer satisfaction, operational efficiency and the ongoing success of the VELUX business.

Customer Service & Support

Respond to customer and dealer enquiries via phone, CRM and email in a timely and professional manner.

Provide product advice and recommend suitable solutions based on customer requirements.

Assist customers and dealers with order placement, ensuring accuracy and completeness.

Deliver product information and support, promoting the benefits and features of VELUX products.

Returns Management

Coordinate product returns with dealers, including issuing return documentation, arranging freight and managing collection requests.

Liaise with Product Management to facilitate inspections of returned products where required.

Process credits for approved returns in accordance with company policies and procedures.

Order Management

Process customer orders accurately and in accordance with established procedures.

Review orders for completeness and accuracy, resolving discrepancies prior to processing.

Generate and distribute order confirmations and ensure orders are released to the warehouse for fulfilment.

Maintain and support order automation processes and systems.

Proactively communicate with customers and dealers regarding stock availability, backorders and order-related issues.

Invoicing & Administration

Generate and process daily invoices.

Monitor open orders and follow up on orders pending invoicing.

Maintain accurate customer and order records within business systems.

Contribute to process improvement initiatives that enhance customer experience and operational efficiency.

Support team objectives and undertake additional customer service and administrative duties as required.

Experience and Requirements:

Previous experience in a customer service, sales support or order management role.

Experience working with CRM and ERP systems (e.g. SAP, Salesforce, Microsoft Dynamics or similar).

Strong administrative and data entry skills with a high level of accuracy and attention to detail.

Experience managing customer enquiries, orders, returns or related business processes.

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