As a Customer Service Advisor, you’ll be the front line between Carwood and our most prized assets, our customers. So that’s where you’ll put them – at the front of everything you do. To do that we’re looking for driven individuals with a friendly, positive vibe and a love of dealing with customers, day-in, day-out. You’ll be motivated by great service and be willing to go the extra mile to help achieve it – whether that’s identifying the right parts, delivering them as quickly as humanly possible or providing exceptional after sales support. And if we can’t meet our customer’s high expectations, doing so in an emphatic, respectful way. Think you’re the right fit? Then apply now.
What you’ll do:
* Handle all incoming customer enquiries ensuring zero missed calls and an ASA of 25 seconds
* Achieve customer service team targets, including 95% fill rate for class A products
* Uphold excellent customer service ensuring the best possible experience at all times
* Identify the correct parts – provide options i.e. new v reman, and upsell, where appropriate
* Provide quotations, product availability and lead times when not in stock
* Input customer orders
* Produce accurate invoices and documentation to ensure on-time delivery and payment
* Provide regular updates on open orders and liaise with other functions to expedite delivery
* Support returns, including arranging collection from customer premises
* Handle customer complaints efficiently and effectively – escalate if unable to resolve
* Build and maintain knowledge of Carwood’s products and services
* Keep customers informed of promotional offers
* Encourage sign-ups to, and use of Carwood’s online cataloguing and ordering platform
* Provide support to sales including quotes, sales reports, customer analysis, liaison with shipping agents etc
* Maintain an accurate central customer database (CRM)
* Embrace company values and culture at all times
What you’ll bring to this role:
* Proven track record in a fast-paced sales and customer-focused environment
* Strong communication skills including phone handling and active listening
* Excellent interpersonal skills with a positive, proactive attitude
* A client-driven mindset with the ability to build strong rapports
* Good attention to detail and problem-solving skills
* Ability to work well in a team
* Ability to multi-task, prioritize, and manage time effectively
* Familiarity with CRM systems and cataloguing software ideal
* Proficiency in Microsoft Office suite, especially Excel and Outlook
What’s in it for you:
* Pension with employer contributions at 5% after 12 months
* On-the-job training and career development
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