Job Title: Front Desk and Customer Support Coordinator

Location: Watford, Hertfordshire

 

Role Overview:

We are looking for an organized, technically proficient, and solution-driven individual to join our team as a Front Desk and

Customer Support Coordinator. This role is critical in ensuring the smooth operation of our showroom and customer service

functions, acting as the first point of contact for both visitors and incoming calls. The ideal candidate will possess technical

knowledge in aluminium windows and doors, having experience in order processing or estimation, and be comfortable

handling a range of customer service and administrative tasks.

 

Key Responsibilities:

• Front Desk Reception: Greet visitors to the showroom in a professional and friendly manner, ensuring they receive

the appropriate support and guidance.

• Call Handling: Answer incoming calls, assisting trade customers with product inquiries, replacement glass queries,

and technical questions. Resolve issues efficiently or escalate when necessary.

• Email Management: Monitor the company inbox, sorting and forwarding emails to the appropriate department or

personnel.

• Order Processing: Receive and process orders, utilizing a matrix calculator to allocate production hours for the

manufacturing of products.

• Product Contract Sheets: Accurately calculate labour hours for product manufacturing using provided contract

sheets.

• Parts Ordering: Order small parts as required and facilitate post-out parts to customers in a timely manner.

• Filing and Documentation: Maintain organized records and files for all orders, contracts, and customer

communications.

• Invoicing: Prepare and send out invoices in accordance with company policies and client agreements.

• CRM Data Entry: Upload and maintain documents in the company's CRM system to ensure accurate records.

• Customer Support: Handle customer complaints and concerns professionally, aiming to resolve issues

independently to save time for other departments.

• Product Knowledge: Provide technical advice related to aluminium windows and doors, ensuring customers receive

accurate information on products, installations, and replacements.

 

Qualifications & Skills:

• Technical Knowledge: A solid understanding of aluminium fenestration products, with prior experience in order

processing, estimation, or a similar technical role.

• Customer Service Skills: Ability to handle trade customer inquiries, offering clear and effective solutions. You must

be proactive and solutions-focused rather than just providing standard customer service.

• Communication Skills: Excellent verbal and written communication skills to interact with both customers and

internal departments.

• Organizational Skills: Strong attention to detail with the ability to manage multiple tasks, prioritize effectively, and

meet deadlines.

• Computer Literacy: Proficiency with Windows-based software and the ability to learn and use internal systems,

including the company CRM.

• Problem-Solving: Ability to identify issues and provide efficient solutions without needing to escalate every

problem.

 

Desirable:

• Previous experience in a similar role within the aluminium or fenestration industry.

• Knowledge of production planning and scheduling, ideally using a matrix calculator for production hours.

 

Why Join Us?

• Work in a dynamic and fast-paced environment with opportunities for training and career development.

• Join a highly experienced team that is committed to product innovation and excellent customer service.

If you’re an experienced professional with technical knowledge of aluminium windows and doors, and you're ready to take on

a dynamic role, we’d love to hear from you!