Ecommerce Administrator

**Role Profile - Ecommerce Administrator** **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, Ringwood Road, Dorset, BH12 **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 **Pay & Benefits** Salary**:£23,000 to £26,000 per annum** Working Hours**:37.5 hours per week Monday to Friday** Benefits; - Discounted Petrol - Perkbox - Company Pension - Referral Programme - 28 Days holiday inclusive of bank holidays - Training and Career Development **Job Types**: Full-time, Permanent **Salary**: £23,000.00-£26,000.00 per year **Benefits**: - Company pension - Employee discount - Referral programme - Store discount - Wellness programme Schedule: - Monday to Friday Ability to commute/relocate: - Poole: reliably commute or plan to relocate before starting work (required) **Experience**: - E-commerce: 1 year (preferred) Work Location: One location Reference ID: CTLPEA310123