Ecommerce Customer Service Advisor

GSF Car Parts; Wolverhampton; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

28 days annual leave

Online employee discount scheme

Healthcare cash plan

Company pension

Internal Development Programmes

Career progression opportunities

Job summary

GSF Car Parts is expanding its Ecommerce team at the National Distribution Centre in Wolverhampton. We seek an Ecommerce Customer Service Advisor to respond to pre- and post-purchase enquiries by phone and online channels, driving sales and delivering a high quality customer experience from order through to dispatch.

45 hours per week, Monday to Friday with alternate Saturdays. You will use multiple systems, process orders accurately, resolve issues promptly, and contribute to team and

Qualifications

• Process driven and able to work well under pressure.
• Excellent interpersonal and communications skills.
• Able to work independently but also keep team objectives in mind.
• Strong customer focus and goal oriented.
• Confident IT user across multiple systems.

Responsibilities

• Answer customer telephone and electronic enquiries via messaging suites and 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.
• Provide accurate advice on products and services.
• Inform customers of additional required parts.
• Deliver high standards of customer service and maintain KPIs.

Skills

Interpersonal skills

Communication skills

Multisystem access

Independent yet team-oriented

Customer focus

Target driven

IT literacy

Attention to detail

Tools

IT systems

Multi-monitor workspace

Job description

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