Stafford
Mon – Fri 9-5
Company Description
We are a fast-growing e-commerce business experiencing consistent year-on-year growth. Our team is passionate about the world of aftermarket vehicle parts and enjoys working in an industry we genuinely care about. We interact daily with customers who share similar interests and enthusiasm for vehicles and modifications. While we are focused on continual growth and development, we maintain a relaxed and supportive working environment.
As an online retailer specialising in automotive aftermarket parts and accessories, we are continuing to expand into additional areas within the modified vehicle sector. Our product range includes body styling components, lighting, wheels, and a variety of practical vehicle accessories.
If you have a strong interest in modified vehicles and automotive culture, this role could provide an exciting career opportunity.
Specific Job Role and Responsibilities
1. Deliver excellent customer service throughout the entire sales process for private customers, from initial enquiry through to completed orders and successful delivery.
2. Communicate with customers through a variety of channels including online marketplaces, live chat, telephone, email, social media, and face-to-face interaction.
3. Respond to customer enquiries, concerns, and complaints promptly and professionally, ensuring issues are fully understood and resolved efficiently.
4. Escalate complex issues to management when necessary and collaborate with colleagues to achieve effective resolutions.
5. Maintain high levels of customer satisfaction by offering solutions that meet customer expectations and communicating clearly with both customers and suppliers.
6. Build and maintain strong relationships with customers and suppliers while representing the business in a professional, friendly, and polite manner.
7. Promote and present products to potential customers using strong product knowledge and an understanding of the modified vehicle market.
8. Continuously develop product knowledge through both formal training and ongoing learning within the role.
9. Provide weekly or monthly feedback on customer demand, purchasing trends, and enquiries to assist with forecasting and supplier ordering.
10. Work closely with the marketing team to understand current campaigns and initiatives.
General Duties
11. Raise and send customer invoices using the company’s designated software systems.
12. Confirm that payments have cleared before releasing orders to the warehouse for processing and dispatch.
13. Liaise with logistics partners to resolve shipping issues and record these appropriately within internal systems.
14. Maintain up-to-date technical knowledge of products through internal resources and supplier information.
15. Manage communication with suppliers and customers regarding faulty, damaged, or incorrect shipments, warranties, and returns.
Qualifications and Skills
16. A strong interest in or knowledge of the automotive industry, particularly modified vehicles, is essential.
17. GCSE or A-Level qualifications in English and Mathematics as a minimum.
18. Previous experience in sales, customer service, or a related role is beneficial.
19. Intermediate to advanced skills in Microsoft Office applications including Word, Excel, and PowerPoint.
20. Experience with order management systems, CRM platforms, or similar databases is desirable.
21. Strong verbal and written communication skills in English.
22. Ability to work independently and make routine decisions with minimal supervision.
23. Strong organisational skills and attention to detail.
24. Understanding of customer service best practices and willingness to undertake training and professional development.
Behavioural Requirements
25. Excellent interpersonal and active listening skills
26. Strong attention to detail
27. Ability to work effectively as part of a team
28. Good multitasking and organisational skills
29. Ability to remain calm under pressure
30. Flexible and adaptable attitude
31. Commercial awareness
32. Proactive, self-motivated, and able to manage workload independently
Benefits
33. Casual dress
34. Company events
35. Company pension
36. Employee discount
37. Free parking
38. Health and wellbeing programme
39. On-site parking