Ecommerce Warranty and Returns Administrator - Poole

Role Profile – Ecommerce Administrator

Purpose:

As our Ecommerce Administrator you will be responsible for managing all customer enquiries, by telephone, email, and eBay messages regarding parts they have received that do not meet customer requirements. Working closely with our warehouse team, taking ownership of cases and reporting on trends. With the customer at the heart of everything you do, you will be organised, a great communicator and be used to managing a multitude of tasks.

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 as a part of our Warehouse 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