Warranty & Returns Administrator

Purpose: As our Ecommerce Administrator you will be responsible for managing all customer enquiries, by telephone, email, and eBay messages regarding parts they have received that do not meet customer requirements. Working closely with our warehouse team, taking ownership of cases and reporting on trends. With the customer at the heart of everything you do, you will be organised, a great communicator and be used to managing a multitude of tasks.

Location: Poole Site, Ringwood Road, Dorset, BH12

Salary: $30,000

Working Hours: 37.5 hrs per week

Working Patten: Monday – Friday

Reporting to: Customer Service Team Leader

Duties & Responsibilities

• Full ownership, including logging, investigating, and agreeing resolution to all product related returns
• Relationship management of customers, third parties and key stakeholders
• Identify issues and opportunities within the user journey
• Ability to identify and escalate any themes or trends, working closely with our Warehouse and Technical team
• Negotiation skills for refund requests
• Demonstrate a trusted customer experience with ability to remain calm with strong listening skills to understand and fulfil customer needs
• Source suitable replacement parts and complete associated paperwork efficiently and in a timely manner
• Taking ownership of dealing with day-to-day issues- backorders, concerns, shipping issues, booking in, stuck orders
• Effectively communicate with other departments, relaying information, requesting updates on orders and active cases to ensure a smooth process.

Experience & Desirable Qualities:

• Excellent customer focus, with experience building and maintaining customer relationships
• Previous experience in a high volume, ecommerce returns role
• Knowledge of vehicle mechanics/parts
• Ebay Systems knowledge
• Strong administration experience to confidently represent the company to our clients and liaise internally as necessary to the wider operations team
• Excellent communication skills, both written and verbal, with ability to successfully engage with team members, clients and stakeholders
• Positive can-do attitude with the ability to work independently and to adapt your style and practices in order to respond to changing circumstances and customer needs
• Excellent attention to detail
• A high level of competency with Excel
• Warehouse systems experience

Benefits:

• Discounted petrol & staff discount on parts
• After Probation Period: Health Cash Plan with Health Shield, Critical Illness cover with Unum, Death in Service, Family Day, Community Volunteer Day
• Additional holiday after 3 years’ service and pension contribution increases after 5 years.