About The Role
The Ecommerce Product Support Manager will play a key role in ensuring that GSF’s extensive product range is fully supported from both a technical and customer perspective. You’ll be responsible for providing expert product knowledge, technical assistance, and issue resolution to internal teams, suppliers, and customers. You will act as the link between the product, sales, and supplier teams — ensuring the right information and support are available to deliver a first-class customer experience.
Key Responsibilities
* Supplier Liaison: Work closely with suppliers and manufacturers to resolve quality, product data and stock feed issues.
* Data & Reporting: Monitor product performance, customer feedback, and technical trends to identify improvement opportunities.
* Cross-Functional Collaboration: Support the product, procurement, and marketing teams with accurate technical data, product launches, and cataloguing information.
* Customer Focus: Ensure all product support activities enhance customer satisfaction, reduce returns, and reinforce GSF’s reputation for quality and reliability.
* Reviewing lost sales and conversion data to support development of product offer.
* Ownership of Product data maintenance via various systems, including Autopart and Product Information Management System (PIMS), to support sales channels.
* Working with the Pricing team to ensure that the product pricing is positioned correctly for the market while maximising the volume vs revenue mix.
* Supporting Marketing in the development of compelling product material and promotional campaigns to drive sales.
About You
Key Skills
* Excellent problem-solving and diagnostic skills
* Proven ability to manage supplier relationships
* Strong communication and presentation abilities
* Confident in leading teams and managing workloads effectively
* Good working knowledge of cataloguing systems and product databases
* Strong analytical skills with proficiency in Excel or similar data analysis tools
Desirable
* Experience with electronic parts catalogues (e.g., TecDoc, MAM)
* Understanding of automotive systems and vehicle applications
* Previous experience in a distribution or retail
Personal Attributes
* Customer-focused with a passion for product excellence
* Analytical mindset with attention to detail
* Proactive and solution-driven
* Strong collaborator with a hands-on approach
* Ability to manage multiple priorities in a fast-paced environment
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