Customer Service & Technical Support Advisor

Napoleon is North America’s largest privately owned barbecue manufacturer and from our offices & warehouse located near Berkswell, we supply leading multiple & independent retailers across the UK with barbecues and accessories.

A great opportunity has arisen to join the UK subsidiary of a long established international Canadian manufacturing business in a varied and challenging position as:

Customer Service & Technical Support Advisor

As a Customer Service & Technical Support Advisor, you will be responsible for providing excellent service to Napoleon’s end consumers, managing consumer enquiries, warranty claims, technical product queries and spare parts requirements. You will develop a strong knowledge and understanding of the Napoleon range of barbecues, their components and accessories, enabling you to provide knowledgeable and practical support to customers and accurately identify the spare parts they require.

You will be a key point of contact for customers requiring support with our products and will ensure enquiries and issues are handled efficiently and professionally. While previous experience with barbecues or similar technical products would be beneficial, we are equally interested in candidates who have a strong technical aptitude, a genuine interest in how products work and a willingness to learn our product range in detail.

The role will also provide support to the wider sales office and field sales team when required. You will work closely with colleagues across customer service, sales and the warehouse to ensure a high level of customer service and smooth day-to-day operations.

Your main responsibilities and activities include:

• Handle consumer enquiries by phone and email, including product, technical and general queries.
• Provide clear guidance on product operation, care, maintenance and troubleshooting.
• Manage consumer issues and warranty claims, resolving or escalating cases as appropriate.
• Identify barbecue models, components and spare parts using product documentation and technical information.
• Process consumer spare parts and direct customer orders and keep customers informed throughout.
• Pick, pack and dispatch spare parts and direct customer orders via courier services.
• Liaise with the warehouse regarding stock availability, fulfilment and inventory.
• Maintain accurate customer, order and warranty records.
• Keep up to date with new products, models and technical information.
• Support retailers, the field sales team and wider sales office during busy periods and staff absence.
• Assist with general administration, stock control, trade shows and events as required.
• Support the warehouse with stock handling and order picking when required.
• Ensure the showroom, reception and office areas are clean and tidy.

About you:

• Previous experience in customer service, administration, sales support or a similar customer-facing role.
• Strong customer service and communication skills, with a practical and solutions-focused approach.
• Good problem-solving skills and the ability to explain technical information clearly to consumers.
• A genuine interest in products and how they work, with the ability and enthusiasm to develop strong technical product knowledge.
• Confident interpreting product information, diagrams, specifications and spare-parts information.
• Excellent knowledge of MS Office required, and Sage Accounts 50 experience would be a plus.
• Well organized, accurate and comfortable managing several tasks at once.
• Positive attitude and a proactive approach to problem-solving.
• Ability to manage physical tasks such as picking, packing and managing stock.
• Flexible and willing to support different areas of a small, busy team.
• Possess a valid, clean driver's license and have own transport.

We offer:

• Permanent, full-time position (37.5 hours per week).
• Salary up to £26,000, depending on experience.
• 27 days holiday plus bank holidays.
• Pension scheme, health care medical insurance, life assurance and income protection.
• Employee Assistance Program
• Employee discounts on our product range.

Are you interested in this position? Please send your cover letter and CV to eu.hr@napoleon.com. In case of equal suitability, internal candidates have preference over external candidates.