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