Customer Service Agent Project Business (Manufacturing)

Location: Armitage, United Kingdom

Company

Villeroy & Boch Group is a global manufacturer in the ceramics and lifestyle sector, operating through Dining & Lifestyle and Bath & Wellness segments with more than 13,000 employees in 42 countries.

What you will do

• Qualify project details and process pricing requests across residential and non-residential channels.
• Make outbound calls to architects, designers, contractors, plumbers, merchants, and other trade customers to establish project details and support accurate pricing.
• Track projects within the defined regional territory and maintain accurate intelligence and critical fields in Salesforce.
• Coordinate pricing decisions, confirm required approval authority, and communicate outcomes to the sales team.
• Manage customer relationships from pre-tender through order placement, including confirming orders with merchant partners.
• Work with External Sales, Internal Sales, and Bid teams to meet service-level, project-tracking, and sales targets.

Requirements

• Customer-focused approach with excellent verbal and written communication skills.
• High level of data accuracy and understanding of customer roles and market opportunities.
• Computer literacy, including Microsoft Office, and willingness to learn new systems.
• Ability to meet deadlines and prioritise workload in a fast-paced environment.
• Understanding of share of wallet, competitors, the current market, the tender process, and customer supply chains.
• Agility, flexibility, and ability to work as a supportive team player.

Culture & Benefits

• Professional, proactive work in a fast-paced customer service environment.
• Collaboration with sales and bid teams across the wider channel.
• Work is measured against pricing-request, project-tracking, opportunity, service-level, and transacted-sales KPIs.
• Responsibilities include meeting response-time requirements and SLA expectations.