Wolverhampton NDC

Ecommerce

Negotiable DOE

Permanent - Full Time

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Ecommerce Customer Service Advisor

About The Role

As we continue to develop our ecommerce presence, it is important to us to have Customer Service Advisors onboard to play a key role within our ecommerce team based at our brand new National Distribution Centre in Wolverhampton.

As an Ecommerce Customer Service Advisor, you will play a key role in the achievement of ecommerce sales and customer service objectives, utilising telephone and online communication channels, and responding to pre and post purchase enquiries received via our messaging suite. You will have responsibility for providing a quality, efficient and effective customer experience from receipt of the order through to dispatch of the package.

Main Duties and Accountabilities

Customer Support:

Answer customer telephone and electronic enquiries (messaging suites, live chat)
Handle pre-purchase queries (Fitment/Product/Collection/Shipping)
Address post-purchase issues (Order Issues/Cancellations/Returns)
Process telephone/email orders accurately
Maximise sales opportunities (Conversion/Retention/Up-sell/Add-on)
Minimise costs in resolving order issues and returns
Understand the relationship between sales and daily/monthly budget
Provide accurate and confident advice on products and services
Inform customers of additional required parts

Meet Team and Individual Targets:

Achieve customer enquiry/response output targets
Maintain response relevance, accuracy, and attention to detail
Exceed customer satisfaction KPIs
Contribute to positive customer feedback and resolution

Fulfill Customer Needs:

Deliver high standards of customer service
Answer calls professionally and clearly
Maintain required standards in verbal and written communication
Assist customers with pre-purchase and post-purchase enquiries efficiently
Handle complaints calmly and professionally, ensuring satisfactory resolution
Keep customers updated and follow through on promises
Ensure total customer satisfaction through accurate and professional service

Working hours:

45 hours (average) hours per week, Monday to Friday, including alternate Saturday working

About You

The ideal candidate will have a proven track record in telesales and/or customer service.

What you'll need to succeed:

Process driven and able to work well under pressure
Excellent interpersonal and communications skills
Ability to utilise multiple workspace systems whilst ensuring accurate data entry
Able to work independently but also keeping team objectives in mind
Strong customer focus
Target driven and motivated by achieving objectives
A desire to learn and develop industry knowledge
Confident user of IT and computer systems across a multi-monitor workspace
An interest or experience within the automotive industry or motorsport would be advantageous but not essential

What we'll offer:

28 days annual leave, including bank holiday and opportunity to increase annual leave for time served
Online employee discount scheme including big discounts to local cinemas, theme park attractions, major retailers and much more
Healthcare cash plan
Company pension
Internal Development Programmes
Career progression opportunities

About Us

GSF Car Parts is one of the UK’s leading automotive parts distributors, supplying thousands of independent garages throughout the UK and Ireland with parts, tools, garage equipment and specialist training. The group has over 175 branches nationwide and a turnover exceeding £475 million. Built on the heritage and success of a dozen local brand identities acquired over several years, we have traded as one brand since November 2021. Our branch network is bolstered by centralised support and expertise from specialist departments in key areas such as procurement and supply chain, marketing and national accounts. The business also benefits from integrated IT systems, which include our industry leading catalogue system, Allicat, and access to the Group's national garage programme, Servicesure.

#INDGSF

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