Customer Support Assistant

Job Title: Customer Support Assistant

Reporting to: Customer Relationship & Office Manager

Position Type: Full Time, Permanent

Location: Bodmin, Cornwall - Hybrid or Office Based.

Salary: £20K, Based on Experience

Start Date: Immediate

Application Deadline: Thursday 31st March 2022

The Company

At ProQ Barbecues & Smokers, we are experts in BBQ, food smoking, and the art of using smoke in cookery and food preservation.

It all started back in 2008, when Ian McKend designed and developed the very first ProQ® BBQ Smoker. ProQ® is now an internationally respected brand, with more than 70 products across our domestic and professional ranges selling worldwide.

We are growing quickly so this is a very exciting time to join the ProQ team.

As a family run business with strong ethics, we look after our people. We pride ourselves on maintaining a culture based around teamwork, quality, innovation and constant growth and development – we have plenty of fun too! We are passionate about food and we strive to educate and inspire others to share the same enjoyment of BBQ, outdoor cooking and the love of food as we do.

The Role

We are seeking someone who can act as the first point of contact for our retail customers, no matter how they reach us. Your role will be to make sure that their orders are managed efficiently, that any errors are rectified swiftly.

Most of our customers will be in the UK but our plans involve further international growth. Patience can be key when dealing with customers for whom English is not the first language.

This role reports to the Customer Relationship & Office Manager for ProQ.

Location is Bodmin. Whilst this is an office-based role, flexible working is available as necessary. There may be the occasional opportunity to attend trade & consumer shows or barbecue events in time.

Key Responsibilities:

  • Handling customer queries via email and telephone and respond in a timely fashion
  • Escalate problems appropriately and follow through to completion
  • Making sure that customer orders are processed correctly
  • Update specific areas of the website such as new recipes, hints & tips and FAQs
  • Engage with customers regarding ProQ products
  • Manage customer returns and exchange process
  • Provide support to the operations team as required
  • From time to time there will be special projects to help our business to grow
  • Provide a human touch for our customer interactions
  • Ad hoc office duties

Key Requirements:

  • Excellent Communication Skills with a polite and professional manner
  • Excellent organisational skills with the ability to prioritise
  • Able to work independently and in a team environment
  • Experience of working with web-based tools to manage customers
  • Able to identify customer satisfaction issues and take personal responsibility
  • Experience of manufacturing and product distribution would be useful
  • We are a growing company and there will be opportunities to grow your role in other directions in the future.
  • If you understand how barbecues and smokers work then that would be great, but you’ll be trained on our products.

We use various tools to manage communication and customer orders so experience with any of the following is a bonus:

  • Gorgias – web-based interface for enquiry management and ticketing
  • Shopify – website management and customer orders
  • DEAR – inventory management and order tracking
  • Microsoft Teams – internal communication
  • Feefo – customer reviews
  • Amazon – sales and customer messaging tools

Employee Benefits

  • Competitive salary – based on experience
  • 25 days annual leave + bank holidays
  • Career development opportunities
  • ProQ Welcome Bundle
  • Generous staff discount
  • Company events
  • Bonus structure

Application Process

Please send both your CV and short cover letter to jobs@proqsmokers.com explaining what makes you the ideal candidate for this role, and why you would like to work with us.

Although we would like to acknowledge all the applications we receive, we can only respond to those who qualify for an interview. We look forward to hearing from you and wish you the best of luck.

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