Job Description

With over 45 years of continuous growth,

K J Flanagan

is a major supplier of flooring products within Northern Ireland, Ireland, and Scotland. Delivering to the flooring retail and commercial trade, we pride ourselves on being a market leader, continuously adapting to meet our customers' needs and always providing a world-class customer experience.

Our team of over 125 people work across sites in Northern Ireland, Scotland, and Ireland with a shared drive to deliver quality customer service.

As a

Customer Support Coordinator

, you will play a crucial role in delivering exceptional customer service while supporting sales activities across various channels. This dynamic and multifaceted role will see you seamlessly transition between departments, encompassing customer support, trade counter sales, merchandising, and outbound customer communication.

Candidate Requirements

Location

: Primarily based at our head office in Saintfield (9 miles south of Belfast), with occasional field-based work using the company pool car. You will also serve as the first line of support for our Trade Counters in Belfast and Dublin.

Driving Licence

: A full driving licence and access to your own vehicle are required.

Forklift Licence

: Ideally you will hold a forklift licence or be willing to undergo training.

Physical Fitness

: Comfortable performing physical tasks such as building stands, moving and lifting stock (underlay, carpets, boxes of wood), and lone working when covering the trade counter.

Flexibility

: Must be adaptable and willing to undertake a diverse range of tasks in a fast-paced environment.

IT Skills and AI Use

: Strong IT skills, including proficiency in Microsoft Office (Outlook, Excel, Word). Experience or willingness to learn CRM and ERP systems. Interest in or ability to use AI tools to enhance customer support, such as drafting customer replies, analysing feedback trends, or preparing product information. Familiarity with AI chatbots or virtual assistants would be an advantage.

Description of Duties

Customer Support

Manage inbound calls and emails, providing prompt and professional responses. Process customer orders accurately using the internal system. Provide face-to-face assistance to walk-in customers, offering advice and product knowledge.

Trade Counter Operations (Cover in Belfast & Dublin as required)

Oversee daily trade counter operations, manage stock, and process orders. Deliver excellent in-person customer service, including upselling where appropriate. Conduct stock checks and maintain accurate inventory records. Process payments via cash and card, ensuring compliance with procedures.

Merchandising

Build stands and install point of sale (POS) materials at customer locations, ensuring brand consistency and visibility. Collaborate with the Sales Team to find optimal display locations. Gather customer feedback on display performance to support marketing improvements.

Internal Sales Coordination

Carry out market research and make cold calls to generate leads for the external Sales Managers. Inform existing customers about promotions and special offers to drive sales. Encourage new accounts to place orders within their first few weeks of opening.

General

The jobholder may also be required to perform other duties that fall within the overall scope of the role.

Job Types: Full-time, Permanent

Benefits:

Company events Company pension Employee discount Free parking Health & wellbeing programme On-site parking Store discount
Schedule:

Day shift Monday to Friday No weekends
Work Location: In person

Application deadline: 21/07/2025