Graduate Position

About Signature Floors

Signature Floors is an innovative and leading wholesaler in the residential and commercial flooring industry, competing in virtually every flooring segment. Our design studio keeps up with the latest interior trends creating innovative flooring products.

Signature Floors has been one of the fastest growing flooring companies in the industry, experiencing year on year growth. We are constantly adapting and reinvesting in our employees and infrastructure to deal with our growth and changing marketplace. We need motivated and talented people to grow with us.  

Summary

This graduate position will be in our Customer Service department, providing an excellent opportunity to be exposed to the entire supply chain.

We are looking to bring in talent to the business, with future growth opportunities available.  

Key Business Knowledge

Individual is expected to develop a broad understanding of Customer Service processes and systems. Employees will be provided with opportunities to learn and support a wide range of functions

The role also requires a broad understanding of how the wider business operates, including:

• Product knowledge: Understanding our extensive product range. We offer a comprehensive range of flooring products

• Warehouse operations: Understanding warehouse processes, picking times, and general warehouse functions.

• Outbound logistics: Understanding delivery options, pricing, lead times, and the factors that can affect customer deliveries.

• Purchasing: Understanding purchasing processes, including supplier and inbound lead times.

Key Responsibilities

1. Order Entry & Management

• Enter sales orders accurately and efficiently.

• Ensure orders are processed and managed through our systems from receipt through to shipment.

• Monitor orders and proactively identify potential delays or issues.

• Provide customers and internal stakeholders with timely and accurate updates on order status and any delays.

• Ensure orders are communicated to the warehouse within the required timeframe to meet shipment deadlines.

• Maintain a high level of accuracy across all order processing activities.

2. Customer & Internal Enquiries

• Respond to customer and internal stakeholder enquiries in a professional, friendly, and timely manner.

• Use knowledge of Customer Service processes and the wider business to provide accurate and practical solutions.

• Handle a high volume of enquiries, including phone enquiries from customers and internal Sales Representatives.

• Build strong working relationships with customers, Sales Representatives, and other internal departments.

• Escalate complex issues when required and ensure appropriate follow-up through to resolution.

3. Additional Responsibilities & Cross-Training

Will be expected to develop capability across a range of additional Customer Service functions and fully own or be a back-up.

These responsibilities may include:

• Pricing

• Invoicing

• NZ Customer Service operations

• Sample order processing and requests

• Returns

• B2B website support

• Analysis and reporting of Customer Service processing errors

• B2C website support

The ability to take ownership of additional responsibilities and support the wider Customer Service team is an important part of the role.

Key Skills & Attributes

The successful Customer Service Consultant will demonstrate:

• Strong organisational skills and the ability to manage multiple tasks while prioritising urgent and important work.

• Ability to work in a busy, fast-paced environment while maintaining accuracy and a high level of customer service.

• High attention to detail, particularly when processing orders, pricing, invoices, and customer information.

• Strong logical and analytical thinking, with the ability to assess situations and make sound decisions, often with limited information or under time pressure.

• Strong computer skills and the ability to learn and confidently use multiple systems and software platforms.

• Exceptional communication skills, including a professional and confident telephone manner.

• Excellent customer service skills, with a friendly, helpful, and solutions-focused approach.

• Teamwork and collaboration, with a willingness to support colleagues and contribute to the overall success of the Customer Service team.

• A willingness to learn, with the ability to develop a strong understanding of our products, systems, processes, and wider business operations.