Salary & Benefits
- £27,000 (£26,000 Basic, £1,000 Bonus)
- Pension Contribution
- Surface Pro Laptop
- Hours: Monday to Friday, 8:30am – 4:30pm
Location
Terma Products (UK) Ltd
c/o Law Distribution
Millfield Lane
Haydock
St. Helens
WA11 9UA
About Terma
Terma is a European manufacturer of designer radiators and electric heating solutions, supplying both central heating and electric products to customers throughout the UK and Europe.
Terma Poland
Terma Poland, established in 1990 and based in Gdansk, is the manufacturing arm of the group. Between 400 and 600 employees work across manufacturing and office functions depending on seasonal demand.
Terma UK
Terma UK operates as a standalone business with its own P&L and customer base. Customers range from major national retailers and online brands through to specialist independent merchants and showrooms.
The business operates a combination of:
- Stock holding
- Made-to-order fulfilment
- Trade drop-shipping
- Direct-to-consumer dispatch
The company has recently moved both its offices and warehouse operation within Law Distribution who are a third party logistics provider (3PL) as Terma UK is now entering an important development phase focused on building a highly organised, scalable and efficient operation.
About The Role
This is a customer-focused sales and order processing role within a fast-paced and highly detail-oriented environment.
The successful candidate will play an important role in supporting customers, processing orders, providing technical guidance, and ensuring a high standard of customer service throughout the entire sales journey.
The role combines:
- Sales order processing
- Customer service
- Technical product support
- After-sales support
- Administrative accuracy
This role would suit someone who:
- Enjoys working in a structured and organised environment
- Has excellent attention to detail
- Is confident communicating with customers
- Can manage multiple tasks simultaneously
- Takes pride in accuracy and customer service
- Enjoys learning technical product knowledge
Full training will be provided on products, systems, and procedures.
Key Objectives of the Role
Success in this role will include:
- Delivering excellent customer service
- Accurately processing customer orders
- Maintaining high levels of attention to detail
- Supporting same-day dispatch targets
- Providing clear and professional communication to customers
- Learning and understanding Terma products and systems
- Supporting efficient after-sales case management
- Contributing positively to the wider team and operation
Core Responsibilities
Order Processing
- Process customer orders accurately within Microsoft Dynamics AX
- Manage a combination of stock and made-to-order sales orders
- Ensure all orders received before daily cut-off times are processed promptly
- Monitor stock availability and communicate clearly with customers regarding lead times and back orders
- Release orders accurately to the warehouse for picking and dispatch
- Support the smooth day-to-day running of the sales office
Orders are received through a variety of channels including:
- Email
- Customer portals
- Trade accounts
- E-commerce platforms
- Showroom and trade counter sales
The role requires a strong attention to detail to ensure all information is processed accurately and efficiently.
Made-To-Order (MTO) Processing
Terma offers a wide range of made-to-order products which require accurate product configuration.
Responsibilities include:
- Creating and configuring bespoke product codes
- Ensuring all product specifications are accurate
- Processing customer requirements carefully and methodically
- Supporting customers with product selections and configuration queries
- Managing made-to-order paperwork and administration accurately
Training and procedures are provided to support this process.
Customer Service & Technical Support
- Provide a professional and helpful experience to all customers
- Answer product and technical queries via phone and email
- Assist customers in selecting appropriate products
- Support showroom and trade counter visitors where required
- Build strong working relationships with customers and trade partners
- Communicate clearly regarding stock availability, lead times, deliveries, and order updates
Full product training will be provided.
After Sales Support
Once fully trained in the sales side of the role, the successful candidate will also support after-sales processes.
This includes managing cases relating to:
- Courier damage
- Manufacturing faults
- Change of mind returns
- Picking or input errors
- Return-to-sender deliveries
Responsibilities include:
- Gathering and recording customer information accurately
- Coordinating replacement orders and collections
- Supporting courier claims processes
- Processing credits and replacement requests
- Maintaining accurate case records and communication
- Working closely with the warehouse and purchasing departments to resolve cases efficiently
Administration & Accuracy
- Maintain high levels of accuracy across all systems and documentation
- Process invoicing tasks where required
- Support customer portal administration
- Prepare and upload stock reports for key accounts
- Ensure all customer communication and system records are completed correctly
- Follow company procedures and workflows consistently
Procedures & Learning
Terma operates using detailed procedures and structured workflows to ensure consistency and accuracy across the business.
The successful candidate will be expected to:
- Learn and follow company procedures
- Build strong product and system knowledge
- Develop an understanding of the wider business operation
- Maintain high standards of organisation and accuracy
- Continually develop their knowledge and capabilities within the role
Full training and support will be provided throughout the onboarding process.
Systems & Software
Experience in the following areas would be beneficial:
- Microsoft Dynamics AX
- Microsoft Outlook
- Microsoft Excel
- Microsoft Word
- Customer portal administration
- CRM or ERP systems
What We Are Looking For
We are looking for someone who is organised, reliable, customer-focused, and highly accurate in their work.
The successful candidate will:
- Have excellent attention to detail
- Be methodical and organised
- Be confident communicating with customers
- Be comfortable managing multiple priorities
- Be calm and professional under pressure
- Have a positive attitude and willingness to learn
- Be dependable and accountable
- Take pride in delivering high standards of work
Essential Skills & Experience
- Strong administrative and organisational skills
- Excellent attention to detail and accuracy
- Good communication skills
- Good computer literacy including Excel, Outlook, and Word
- Ability to work in a fast-paced office environment
- Good numeracy skills
- Ability to manage workload effectively and prioritise tasks
- Full right to work in the UK
Desirable Experience
The following experience would be advantageous but is not essential:
- Microsoft Dynamics AX
- Experience within heating, plumbing, radiators, or electrical products
- Experience in customer service or sales administration
- Experience processing sales orders within an ERP system
- Experience dealing with technical products
Why Join Terma UK?
This role offers the opportunity to join a growing company within a specialist industry and develop a long-term career within the business.
You will receive:
- Full training and support
- Exposure to both sales and after-sales operations
- Opportunity to develop technical product knowledge
- Experience working with major retail and trade customers
- A varied and fast-paced role within a supportive team environment
We are looking for someone who wants to become an important long-term member of the team and contribute positively to the continued growth of the business.
Probation Period
The standard probationary period for this role is 6 months.
During this period, the successful candidate will be supported in learning the systems, products, procedures, and wider operation of the business.
Long-term success in the role will come from demonstrating:
- Strong attention to detail
- Reliability and accountability
- Excellent customer service
- Accuracy and organisation
- A positive attitude and willingness to learn
Pay: £26,000.00-£27,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
