Job Description

About the Role:

We have an exciting opportunity for a Customer Services Advisor within our Customer Services Team based at our Head Office in Exeter. You will play a key role in supporting B2B and B2C clients across various international markets, including e-commerce and retail channels. This role offers an excellent opportunity to develop your professional skills within a structured, process-driven environment, supporting a high-performing team in delivering exceptional customer service.

We are looking for someone who enjoys building customer relationships and loyalty by providing an outstanding, solution-oriented, professional and enhanced customer service experience.

About Original Style:

We pride ourselves on being a market leader in the tile industry, known for sourcing exclusive, on-trend designs that elevate spaces with style and quality. Our passion for excellence extends beyond our exceptional product range; we are equally committed to delivering top-tier customer service that sets us apart. As a trusted partner for designers, traders and homeowners alike, we bring unique design visions to life through our unparalleled tile collections.

Original Style is a renowned U.K manufacturer with nearly 40 years' of experience producing premium, handcrafted tiles that are celebrated for their exceptional quality and timeless appeal.

Key Responsibilities:

As a Customer Services Advisor your responsibilities will include:

Customer Engagement and Communication

Order and Account Management

Issue Resolution and Product Support

Customer Insights and Continuous Improvement

Sales and Technical Support

What We're Looking For:

Prior experience in customer service, ideally with both B2B and B2C clients. Excellent communication skills, both written and verbal with strong attention to detail. Ability to multitask in a fast-paced environment. Experience with customer service software, CRMs, and order tracking. Collaborative and proactive team player. Product query handling experience is a plus. Multilingual skills are advantageous but not essential for global support.

What We Offer:

In return we offer a competitive salary and benefits including a contributory pension scheme, death in service benefit, staff discounts and Medicash Healthcare Cashplan (including shopping, travel and gym discounts). In addition there is structured training and the potential for career progression within our growing dynamic Company.

How to Apply:

Applicants should send their CV and a cover letter (including current salary and salary expectations) to Diane Smith, Human Resources Manager, by email to dsmith@originalstyle.com.

JOB DESCRIPTION

JOB TITLE: CUSTOMER SERVICES ADVISOR

DEPARTMENT: CUSTOMER SERVICES

LOCATION: EXETER HEAD OFFICE

REPORTS TO: CUSTOMER SERVICES MANAGER

PURPOSE OF THE ROLE

Part of the Customer Services Team, responsible for supporting B2B and B2C clients across various international markets, including e-commerce and retail channels. As the first point of contact, the role requires timely, accurate service to drive customer satisfaction and loyalty.

MAIN RESPONSIBILITIES

Customer Engagement and Communication

Respond promptly to customer inquiries via phone, email, chat and other platforms, ensuring service excellence for B2B and B2C clients.

Order and Account Management

Process quotes, sales orders, payments and returns accurately. Creation of shipping documentation for our third party Logistics partners. Liaise with the International warehouse facility to consolidate and ship stock. Work with the Finance Team to ensure the timely release of orders.

Resolve order issues and maintain customer records in CRM and ERP systems. Provide proactive support for key accounts.

Issue Resolution and Product Support

Address service-related issues efficiently, escalating complex cases when necessary. Liaise with the Technical and Quality Control teams for product inquiries and assist with returns, exchanges, and warranty support.

Custom Orders Support

Coordinate bespoke order requests, working with internal teams on feasibility, pricing and lead times. Ensure timely customer updates and maintain clear records.

Cross-Functional Collaboration

Work with internal departments (Warehousing, Marketing, Production) to resolve customer concerns and ensure timely delivery of sample materials and merchandising tools.

Customer Insights and Continuous Improvement

Collect and report customer feedback to improve products and services. Identify trends in inquiries to support proactive service improvements.

Sales and Technical Support

Assist the Sales team with stock, pricing, and service process enquiries. Support customer design requests, including coordination with CAD teams.

Quality and Compliance

Log and track product complaints, ensuring timely updates to customers. Verify order documentation and report discrepancies. Support compliance with import/export procedures.

Health and Safety

Endorse and promote a positive and conscious health and safety culture within the Company. Ensure always take reasonable care of their own health and safety and that of others who may be affected by their acts or omissions.

Ensure compliance with all health and safety, quality and human resource policies and procedures of Original Style.

These are the main functions of the job but the incumbent may be required to carry out other duties as may be reasonably required to meet the demands of the business.

PERSON SPECIFICATION

To succeed in this role required attributes are:

Prior experience in customer service, ideally with both B2B and B2C clients. Excellent communication skills, both written and verbal with strong attention to detail. Ability to multitask in a fast-paced environment. Experience with customer service software, CRMs, and order tracking. Collaborative and proactive team player. Product query handling experience is a plus. Multilingual skills are advantageous but not essential for global support.

REMUNERATION AND BENEFITS

We offer a competitive salary and benefits including a contributory pension scheme, death in service benefit, staff discounts and Medicash Healthcare Cashplan (including shopping, travel and gym discounts). In addition there is structured training and the potential for career progression within our growing dynamic Company.

HEAD OFFICE LOCATION

Original Style's head office is based in air-conditioned offices with free parking close to junction 30 of the M5 at Falcon Road, Sowton Industrial Estate, Exeter, Devon, EX2 7LB.

BACKGROUND INFORMATION ON ORIGINAL STYLE LIMITED

Please refer to the following websites: http://www.originalstyle.com

https://www.clayandrock.co.uk

http://www.designworkstiles.com

https://www.countytilewarehouse.co.uk

Original Style is one of the U.K.'s leading manufacturers, importers and distributors with an extensive portfolio of high quality ceramic, porcelain, glass mosaic and stone tiles. The Company has been producing high quality tiles in our factory in Exeter, Devon, since 1986 and we offer a wide range of products - from contemporary large format wall and floor tiles to hand-finished glazed tiles designed in-house. Tiles are our craft and we are committed to manufacturing using traditional techniques teamed with state of the art technologies. We also source original and innovative tiles for our collections from across the globe, such as our unique glass products and mosaics, enriching our collections for a truly versatile choice. The key to our success is the experience of our highly skilled designers and craftspeople, showroom experts, customer service and all the support functions who make it a priority to ensure customer experience excellence throughout each stage of their journey with us.

With circa 185 employees, 14 tile showrooms and a global network of retailers, Original Style is committed to continuous development as an industry leader. We have recently rebranded the majority of our retail showrooms/stores to Clay & Rock, aiming to provide a premium retail experience. With continuous growth and products available in over 60 countries and over 2,000 retail outlets worldwide there's never been a more exciting time to join Original Style. Your growth is equally important to us - we will support you to reach your full potential and achieve your personal development goals.

Job Types: Full-time, Permanent

Pay: 26,000.00-28,000.00 per year

Benefits:

Bereavement leave Casual dress Company pension Employee discount Free parking Health & wellbeing programme Life insurance On-site parking Store discount Transport links
Work Location: In person