Trade Customer Experience Executive
4 weeks ago
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 e-com 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 can-do 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
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