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Ecommerce Warranty and Returns Administrator

2 months ago

Poole, United Kingdom Charles Trent Ltd Full time

**About Us**:
Established in 1926, Charles Trent is a top 5 UK automotive recycling company with a turnover of £30m and over 250 employees. With >95 years' experience, Charles Trent remains a family run business with a corporate mind. Operating across the whole of the UK, we collect, store, process and auction >40,000 vehicles per annum, from end-of-life vehicles to salvage vehicles on behalf of major insurance and fleet companies, and many more. We are proud to say we recycle >96% of all vehicles processed.

**Purpose**:
**Location**: Poole Site, BH12

**Salary**:£24,000 to £26,000 per annum

**Working Hours**:37.5 hours per week Monday to Friday

**Working Pattern**:8:45 am to 5:00 pm

**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 & Essential Qualities**:

- Excellent customer focus, with experience building and maintaining customer relationships
- Previous experience in a high volume, ecommerce returns role is essential
- An in-depth knowledge of vehicle mechanics/parts is essential
- 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.

**Job Types**: Full-time, Permanent

Pay: £24,000.00-£26,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Health & wellbeing programme
- Referral programme
- Store discount

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: CTLPWRA17052024

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