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Trade Customer Experience Executive

3 months ago

Hull, Kingston upon Hull, United Kingdom Naturewall Group Ltd Full time
You will work alongside the Trade Account Managers, communicating directly with our customers and supporting on administrative tasks:

  • To answer all trade calls in a timely and efficient manner tracking and recording customer enquiries.
  • To reply to trade live chat messages via Zendesk and track enquiries.
  • Provide quotes to prospective and existing trade customers and following up on these quotes to drive conversion.
  • To process and input sales orders into our website management systems (Shopify and Katana).
  • To review Trade form submissions and set up Trade accounts.
  • To process sample orders for Trade customers and follow up.
  • To track and record returns or exchanges via the relevant platform.
  • To feedback complaints and praise to relevant departments via line manager.
  • To perform after sales, follow up calls to develop customer relations.
  • To work cross department to ensure clarity on order/delivery requests. Liaise with Production team and arrange relevant couriers.
  • Closely monitor progress of trade orders ensuring the delivery deadline is achieved.
  • To proactively seek out and qualify potential new trade customers.
  • To support with ecom customer service at busy times / to cover holidays.
  • To represent the business professionally in relation to all other incoming calls or visitors.
  • Any additional support as required by the Account Managers.

Required Skills and Experience:

  • 2+ years sales and or customer service experience.
  • Experience in achieving targets/KPI's.
  • Commercial acumen
  • High level of verbal and written communication skills.
  • Ability to build positive working relationships, both internally & externally.
  • Enthusiastic, positive and a cando attitude with a solution led mindset.
  • Ability to multitask and problem solve while working quickly and accurately.
  • Excellent time management skills.

Workplace, hours and other details:

  • Office based at our factory in Hull.


 Mon
  • Fri 9am 5pm
  • Additional hours/days as required to support external events, to be discussed on an individual requirement basis.

We Offer:


In return, we offer you the opportunity to join a rapidly growing and exciting ecommerce company built around the principles of convenience, quality, and style.


  • 25 days annual leave plus Bank Holidays.
  • Company pension scheme.
  • Training and development opportunities.
  • Opportunities to grow and develop within the company.

Salary:
From £23,000.00 per year

Ability to commute/relocate:

  • Hull: reliably commute or plan to relocate before starting work (required)

Education:

  • A-Level or equivalent (preferred)

Experience:

- customer service: 1 year (preferred)

Work Location:
In person