Customer Experience Advisor

4 days ago

Pembroke Dock, United Kingdom Genpower Ltd Full time

**Role Title**: Customer Experience Advisor

**Reports to**: Aftersales Manager

**Responsibility for**: Dealer team administration and aftersales support

**Location**: Pembroke Dock / Hybrid Role

**About us**:
Genpower Ltd is the exclusive distributor of Hyundai Power Products for the UK and Ireland, supported by a team of over 120 colleagues. Our portfolio of brands also includes P1 Power Equipment, Evopower, Gardentek & Be Pressure & JCB.

Due to this continual growth we are looking for an experienced Warehouse Operative who can bring something additional to our already thriving team. This is a physically demanding and varied job role in a fast-paced environment.

**Key Aims**:

- To deliver an exceptional level of customer service and aftersales support to our B2B customers.
- To provide a general administrative support to dealer sales team.

**Main Duties**:

- Corresponding with our dealers and assisting them with their customer aftersales and general queries.
- Raising cases and escalating calls to our Technical Support Advisors if required.
- Delivering a high standard of customer service and information through the provision of clear, concise help and support.
- Using FAQs, self-help guides and other resources to assist B2B customers.
- Building and developing technical knowledge of our range to ensure best equipped to advise our customers.
- Working in line with warranty terms & conditions, data protection, GDPR etc.
- Working with our parts, workshop and ecommerce teams to ensure queries are resolved efficiently and effectively.
- Full 360 degree case management and resolution for our customers, monitoring progress throughout and providing updates as necessary.
- General administrative support to the department as required.
- During busy periods, you may be required to work flexibly in a customer service role to support other departments as needed.
- Responsible for end-to-end resolution of queries arising from any dealers/resellers that are upgraded to premium support levels. The list of dealers will change from time to time.
- Tracking / delivery queries and updates
- Pricing and account ownership queries raised by the order processing team
- Unassigned order tracking / general tasks to ensure all revenue is accounted for correctly, within the correct sales channel and assigned to the correct acc. manager. If this is not possible, collating a list of unassigned to be adjusted for bonus purposes, etc.
- For large stock orders, any EXW orders, or orders that require planning or collection arrangements - liaising with external companies over collection, liaising inter-department for PDI resource and general tasks to ensure a streamlined execution of ad-hoc orders.

**What are the benefits?**
- Competitive salary.
- Bonus Potential
- Hybrid Working Scheme
- Private AXA Health Cover.
- Perkbox
- 20 days annual leave plus 8 bank holidays.
- Increasing holiday allowance with service.
- Career development opportunities

**To apply, please send CV and cover letter outlining your suitability.**

**Job Type**: Permanent

**Salary**: £21,000.00-£23,000.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership
- On-site parking
- Private dental insurance
- Private medical insurance
- Store discount

Schedule:

- Day shift
- Monday to Friday

**Experience**:

- Aftersales: 2 years (preferred)

Work Location: Hybrid remote in Pembroke Dock

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