Trade Customer Support Specialist

AWD online; West Town; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

On-site car park

Pension scheme

Monthly company events

Employee discounts

25 days holiday plus Bank Holidays

Bupa Employee Assistance Programme

Job summary

AWD online is seeking a Customer Service Advisor to support Trade customers, focusing on post-order enquiries and service.

You will own enquiries from initial contact to resolution, coordinating with internal teams, and keeping customers informed to support Trade Account Managers in focusing on sales and revenue.

The role involves handling returns, delivering accurate updates, and contributing to process improvements to ensure a consistently excellent customer experience.

Qualifications

• Previous experience in customer service or trade support preferred but not essential.
• Strong customer focus and excellent written and verbal communication.
• Highly organised with ability to manage enquiries, deadlines, service levels, targets and KPIs.
• Confident taking ownership of customer enquiries from initial contact through to resolution.
• Proactive problem-solving with strong attention to detail and accuracy in records, data entry and documentation.
• Collaborative team approach across departments; comfortable with office tools and CRM.

Responsibilities

• Provide Trade Customer Support: Deliver dedicated customer-service support to Trade customers and the Trade Team
• Manage Post-Order Enquiries: Take ownership of enquiries from initial contact through to resolution, ensuring customers know what is happening
• Respond to Customers: Reply professionally, accurately and promptly to customer enquiries by phone, email and other channels
• Coordinate Customer Returns: Process returns, including required documentation and internal communication
• Investigate Order Issues: Look into incorrect, missing or incomplete orders, damaged products and other order discrepancies
• Resolve Delivery Enquiries: Investigate delayed, missing or damaged deliveries and liaise with couriers and internal teams
• Provide Proactive Updates: Keep customers informed so they do not have to repeatedly chase for information
• Maintain Accurate Records: Update customer and case records, including actions taken and follow-up dates in CRM
• Share Key Information: Ensure important information is visible to colleagues
• Escalate Sensitive Issues: Escalate commercially sensitive issues appropriately
• Identify Recurring Trends: Record reasons for returns and delivery problems and feed back to Line Manager
• Support Process Improvement: Contribute ideas to identify root causes and prevent recurring problems

Skills

Customer service

CRM experience

Microsoft Office

Communication skills

Team collaboration

Tools

CRM software

Excel

Job description

AWD online is seeking a Customer Service Advisor to support Trade customers, focusing on post-order enquiries and service.

You will own enquiries from initial contact to resolution, coordinating with internal teams, and keeping customers informed to support Trade Account Managers in focusing on sales and revenue.

The role involves handling returns, delivering accurate updates, and contributing to process improvements to ensure a consistently excellent customer experience.