Customer Service After Sales Advisor
Location: Strongdor Factory, Morecambe
Salary: 28k – 30k per annum + quarterly discretionary bonus scheme and other great benefits.
Full time, Office based
Who is Strongdor?
Strongdor is a forward‑thinking leader in steel door manufacturing. Known for our premium quality products and outstanding customer service, we’re proud to be a trusted name within the industry.
As our business continues to grow at pace, we’re excited to expand our team and welcome a Customer Service After Sales Advisor who is eager to contribute to our success. If you enjoy working in a fast‑paced, supportive environment where quality and innovation matter, Strongdor could be the place for you.
Overview:
This role focuses on the management and resolution of after‑sales complaints, particularly those involving technical issues, warranty queries, and product performance. You will work closely with internal teams including Sales, Production and Logistics to investigate issues, identify root cause, and deliver clear and commercially sound outcomes.
This role suited to someone who is comfortable handling challenging conversations, understands technical products, and can balance customer satisfaction with company policy.
Key Responsibilities:
- Manage after‑sales complaints from initial contact through to resolution and closure.
- Act as the primary point of contact for customers raising concerns about steel doors, frames, finishes, or hardware.
- Acknowledge complaints promptly and manage expectations regarding investigation timescales.
- Maintain clear and accurate records of all actions, correspondence, and decisions.
- Liaise with internal departments to determine root cause.
- Coordinate site visits where required.
- Assess warranty claims in line with company policies and terms & conditions.
- Determine suitable resolutions, including repair, remanufacture, parts replacement, or goodwill gestures.
- Clearly communicate warranty limitations, exclusions, and customer responsibilities, including installation and maintenance.
- Coordinate approved remedial works with internal teams.
- Handle difficult conversations with confidence, empathy, and professionalism.
- Explain technical findings clearly to customers in a non‑technical way where appropriate.
- De‑escalate situations while protecting the company’s commercial and contractual position.
- Identify recurring issues and feedback trends to quality and production teams.
- Support improvements in specifications, customer guidance, and internal processes to reduce future complaints.
What we’re looking for:
Essential
- Proven experience in an after‑sales, complaints, or customer support role.
- Strong written communication skills.
- Confidence dealing with dissatisfied customers and sensitive situations.
Desirable
- Experience working in a manufacturing, engineering, construction, or building products environment.
- Ability to read technical drawings or specifications.
Hours of work:
Monday: 7:30am – 4:30pm
Tuesday: 7:30am – 4:30pm
Wednesday: 7:00am – 4:00pm
Thursday: 7:30am – 4:30pm
Friday: 7:00am – 2:45pm
Why Join Us?
- Discretionary bonus scheme paid quarterly.
- Health Cash Plan
- Annual leave purchase scheme – Purchase up to 5 extra holiday days per year
- Increased holiday days with length of service
- Enhanced Maternity and Paternity pay with length of service
- A birthday ‘spin the wheel’ with gifts up to £100 in value
- Opportunity for career development
- On site NHS health checks
- Cycle to work scheme
- Auto enrolment pension scheme (potential for Additional Voluntary Contributions (AVC) via salary sacrifice)
- Access to a company funded Employee Assistance Programme
- Real Living Wage Accredited
- Great team culture with frequent staff events and company lunches
- Secure on-site parking
- Candidate referral scheme
- Branded workwear allocation each year
