Job Description

Job Role: Trader Customer ServicePosition Summary

The Trader Customer Service role is responsible for supporting trade clients and project-based enquiries by providing accurate quotations, guidance on measurements, and end-to-end support for stone-related projects. This position requires strong communication, technical awareness of stone products, and excellent customer relationship management skills.

Key Responsibilities

Quotations & Pricing

Prepare and issue accurate quotations for trade clients, including tiles, mosaics, vanity units, and slabs. Apply trade discounts in line with company policies and ensure correct delivery charges are included. Provide proforma invoices and process payments via bank transfer.

Measurements & Technical Support

Advise trade clients on required measurements, including allowances for wastage (10-15%). Review client project drawings and specifications to assess quantities needed. Ensure customers are aware of sealing, grouting, and maintenance requirements for natural stone.

Project-Based Customer Support

Act as the main point of contact for trade accounts and project clients, offering tailored advice and solutions. Support fabricators, contractors, and designers with product selection and suitability checks. Manage large orders, ensuring delivery timelines, stock allocation, and logistics are aligned with project requirements.

Order & Delivery Coordination

Coordinate with the warehouse and transport teams to arrange deliveries, ensuring client access requirements are met. Monitor pre-orders and liaise with overseas suppliers where required. Ensure delivery notes (POD) and damage reports are handled in compliance with company terms and conditions.

Relationship Management

Build strong relationships with trade clients by offering reliable, knowledgeable, and responsive service. Promote trade account benefits, exclusive pricing, and early access to new stock. Gather client feedback and encourage reviews to strengthen trust and reputation.

Key Skills & Requirements

Experience in customer service, preferably in construction, design, or natural stone/tile industry. Strong numerical and measurement skills, with attention to detail in project calculations. Ability to read and interpret project drawings/CAD plans. Confident communicator with excellent written and verbal skills. Organised, able to prioritise multiple enquiries and meet deadlines. Proficient in Microsoft Office; experience with Zoho CRM/Inventory is an advantage. Team player with a proactive approach to problem-solving.

Performance Indicators

Accuracy and turnaround time of quotations. Customer satisfaction and repeat trade business. Reduction in order errors related to measurements or delivery issues. Timely handling of project enquiries and delivery coordination.
Job Types: Full-time, Permanent, Freelance

Pay: 24,420.00-38,605.58 per year

Benefits:

Flexitime Work from home
Work Location: In person