Are You Ready to Make an Impact?
Join our team at SMT GB as a Parts Call Handler and be part of an exciting journey within the construction and heavy machinery industry! In this engaging role, you will play a crucial role in connecting with our customers and ensuring they receive the parts and service they need with a friendly and professional touch. If you have a passion for customer service and problem-solving, this might just be the perfect opportunity for you!
What You Will Be Doing:
* Be the first point of contact for inbound calls and emails, handling requests from both internal teams and external customers with professionalism and efficiency.
* Monitor our central mailbox, ensuring all incoming queries – from engineers, coordinators, CSR’s and ASM’s – are picked up and processed promptly.
* Coordinate with Parts Detailers to follow up on customer requests and bring them to a timely close.
* Work with the finance team to request cash sales approvals and kick off the parts warranty return process when needed.
* Use the IDMS Role Centre dashboard to follow up on open quotations and keep things moving with our customers.
* Handoff confirmed ‘supply and fit’ requests to the right Service Coordinator, ensuring a seamless transition.
* Build and maintain strong customer relationships, understanding their expectations and picking up market insights where possible.
* Take ownership of each customer interaction, delivering excellent service and ensuring every touchpoint reflects our high standards.
Requirements
What We Are Looking For:
To help you shine in this role, we’d love to see the following qualifications and skills:
* Previous experience in customer service or call handling roles, preferably in the automotive or construction equipment sector.
* Excellent communication skills, both verbal and written, with a knack for engaging with customers and building rapport.
* Strong problem-solving abilities and a proactive approach to addressing customer inquiries.
* A passion for working in a fast-paced environment where customer satisfaction is a priority.
* Basic computer skills to manage our systems effectively.
Desirable:
* Knowledge of parts and components used in construction machinery.
* A flair for upselling and promoting products that add value to our customers.
* Experience with CRM systems and inventory management software.
Benefits
What We Offer You
In addition to a competitive salary, you will have access to the following benefits:
* 5% Employer Pension contribution
* 25 days annual leave + Bank Holidays
* Cycle to Work Scheme
* Life Assurance 4 x annual salary
* Financial/Physical/Mental Health Counselling and Coaching sessions
* Free Will writing service
* EAP, which includes 24/7 Doctor access
* Healthshield – Cashplan for all employees
* Family Friendly policies
* Company events