Trade Customer Care & Order Support Advisor

AWD online; West Town; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 days holiday + Bank Holidays

Pension scheme

Monthly company events

Employee discounts

Quarterly bonus scheme

Bupa Employee Assistance Programme

Large on-site car park

Job summary

AWD online is seeking a proactive Customer Service Advisor to support Trade customers from our Par, Cornwall office. You will handle post-order enquiries, coordinate with internal teams and ensure timely updates to customers, helping Trade Account Managers focus on sales and account development.

The role is full-time and office-based, with hours Monday to Friday. The successful candidate will be highly organised, customer-focused and capable of delivering accurate records and proactive service

Qualifications

• Previous experience in customer service or trade support preferred but not essential.
• Strong customer focus with excellent written and verbal communication.
• Highly organised with ability to manage enquiries, deadlines, service levels and KPIs.
• Confident taking ownership of customer enquiries from initial contact to resolution.
• Proactive problem-solving with attention to detail in records and documentation.

Responsibilities

• Provide trade customer support and support the Trade Team.
• Manage post-order enquiries from initial contact through to resolution.
• Respond to customer enquiries by phone, email and other channels.
• Coordinate returns, documentation and internal communication.
• Investigate order issues and liaise with logistics and internal teams.
• Resolve delivery enquiries and keep customers informed.
• Maintain accurate records in CRM and other systems.
• Escalate sensitive issues and share information across colleagues.
• Identify recurring trends and feed back to the Line Manager.
• Support process improvements to prevent recurring problems.

Skills

Customer service

Trade support

Order support

Administrative skills

Cross-department collaboration

Tools

Microsoft Office

Outlook

Excel

Word

Teams

CRM

Job description

AWD online is seeking a proactive Customer Service Advisor to support Trade customers from our Par, Cornwall office. You will handle post-order enquiries, coordinate with internal teams and ensure timely updates to customers, helping Trade Account Managers focus on sales and account development.

The role is full-time and office-based, with hours Monday to Friday. The successful candidate will be highly organised, customer-focused and capable of delivering accurate records and proactive service