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- Liaising with all customers, consumers and our Sales team via phone and email, providing an efficient and professional after-sales service.
- Providing exceptional service to each customer by focusing on meeting their needs through courteous attention to detail and timely follow-up on all requests and issues.
- Collaborating with the Customer Service team to ensure we are providing exceptional service to our customers and consumers.
- Actioning calls and emails for stock returns due to order errors or picking errors, liaising with customers, sales and the warehouse team as needed.
- Processing returned goods onto the SAP system.
- Actioning calls regarding faulty products and liaising with customers, consumers, and service centres.
- Raising correct actions on the system, to include writing off credits for faulty goods or raising replacement orders under the Hardy warranty.
- Liaising with the warehouse and obtaining credit approval from management where needed.
- Liaising with Service Centres regarding spares and repairs.
- Arranging collections from customers for delivery to the warehouse, service centres or
- Cramlington office.
- Updating the After Sales database, spare part catalogue data, online exploded views, etc.
- Physically sorting incoming parcels such as, repair requests, Hardy warranty claims, customer returns etc.
- Updating SAP local master data for After Sales Services (SKU location, etc.)
- Carrying out a variety of administrative tasks to support the After Sales team.
- Working closely with the Customer Service & Marketing team in supporting with the upkeep and maintenance of the UK showroom.
- Working closely with the Customer Service & Marketing team in planning and logistics of shows/events that may take place.
- Assisting the Senior After Sales Assistant with manual handling, for example, taking deliveries at the office, loading boxes for the warehouse, and loading equipment for trade shows.
- A solid educational background is required.
- 1-2 years of similar customer service experience is essential, with experience in a similar customer service environment being beneficial.
- Excellent written and verbal communication skills are essential.
- Knowledge of the fishing tackle industry and products is desirable.
- A good working knowledge of Excel, Word and Outlook is essential with working knowledge of SAP being advantageous although training would be provided.
- Experience of carrying out repairs on fishing tackle equipment is desirable, although training will be given.
- The ability to communicate effectively with colleagues, our customers, and consumers is essential.
- A keen interest in the fishing industry, either working or hobby.
