Job Summary
We are seeking a motivated, organised and customer-focused Aftersales & Customer Support Coordinator to join our team, reporting to the Sales Office Manager.
This is a newly created position as a result of the continued expansion of the business. The successful candidate will play a key role in supporting our growing customer base and managing customer aftersales enquiries, returns, warranty claims, complaints and delivery-related issues. Working closely with our Goods In, Engineering, Purchasing and Sales departments, you will help ensure customer issues are resolved efficiently and professionally.
Experience within hydraulics or hydraulic components is not essential, as full product and industry training will be provided. Previous experience in customer service, administration, aftersales, warranty, returns or a similar role would be advantageous.
This is primarily an office-based role involving telephone, email and computer-based administration and customer support activities. The successful candidate will also be expected to assist with answering incoming telephone calls during busy periods or when time allows, supporting the wider sales office as required.
Responsibilities
· Deal with customer enquiries relating to deliveries, tracking, returns, warranty and aftersales issues via telephone and email.
· Manage delivery and tracking-related issues, liaising with couriers and customers to ensure problems are resolved promptly.
· Manage the returns process, liaising with customers and our Goods In department to ensure returned goods are received and processed correctly.
· Complete and manage customer complaint forms, ensuring relevant information is recorded accurately and issues are followed through to resolution.
· Liaise with the Engineering department regarding warranty investigations, repairs and warranty repair reports.
· Communicate with customers regarding warranty investigations, repair progress and outcomes, keeping them updated throughout the process.
· Process and manage warranty claims, ensuring relevant information and documentation is completed accurately.
· Liaise with the Purchasing department when goods are returned to ensure supplier debit notes, repairs and claims are raised correctly.
· Chase suppliers and follow up on outstanding repairs, credits, debit notes and warranty claims to ensure they are completed within agreed timescales.
· Carry out weekly follow-ups on outstanding customer payments, ensuring awaiting payments are chased and appropriately recorded.
· Maintain accurate records of customer complaints, returns, warranty claims and associated correspondence.
· Answer incoming telephone calls during busy periods or when time allows, assisting the wider sales office with customer enquiries.
· Work closely with Sales, Purchasing, Goods In and Engineering to ensure customers receive a professional and efficient aftersales service.
· Take ownership of customer issues and ensure they are followed through from initial enquiry to final resolution.
Requirements
· Previous experience in customer service, administration, aftersales, warranty, returns or a similar role would be advantageous.
· Excellent communication skills, both written and verbal.
· Strong IT literacy, including proficiency with Microsoft Office and business systems.
· Strong organisational skills with the ability to manage multiple tasks and cases efficiently.
· Good time management skills with the ability to prioritise workload effectively.
· Excellent attention to detail and accurate record keeping.
· Customer service orientation with a professional and helpful attitude towards customers.
· Ability to communicate confidently with customers, suppliers and internal departments.
· Ability to work independently as well as part of a team in a fast-paced environment.
· Proactive approach with the ability to take ownership of issues and see them through to completion.
· Experience within hydraulics or hydraulic components would be advantageous but is not essential, as full training will be provided.
Benefits
· Company events
· Company pension
· Free parking
· Life insurance
· On-site parking
· Private medical insurance
Pay: £26,106.60 per year
Benefits:
- Company events
- Company pension
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
Experience:
- Customer support: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
