The primary purpose of this role is to provide information to both Focus and Non-Focus customers via phone, email, and chat regarding product technical specifications, alternatives, and applicability.
The position reports directly to the Team Lead of Sales Support and Technical Support. In the absence of the Team Lead, reporting lines go to the Head of Customer Service.
Key responsibilities include:
Identifying whether certain products, or comparable alternatives, are available in the product range
Advising customers on product specifications and usage
Responding to technical product queries
Finding suitable alternatives for backordered, discontinued, or non-catalogue products
Handling REACH-related requests
Supporting Internal Sales with BOM (Bill of Materials) lists
Clarifying item numbers when purchase orders are unclear
Training Customer Service and Sales teams in product search and basic product knowledge
Locating and sending product certificates to customers
Executing e-commerce advocacy tasks for the Benelux region
Performing onsite search activities
Completing the daily ALT sheet
Employees may also be asked to support other departmental activities beyond their standard responsibilities.