Job Description

The Company:

We're a small but mighty ecommerce business based in Sheffield, specialising in aftermarket engine parts supplied mainly to the marine sector. Our mission is simple: to help keep engines running longer - promoting sustainability by reducing unnecessary engine replacements and waste. With a growing, global customer base and a pipeline of exciting new products, we're driven by precision, innovation, and delivering exceptional value to our customers. To support our growth, we're looking for a Customer Support Specialist to join our dynamic, talented team.

The Role:

We're seeking a Customer Support Specialist to be the go-to person for our customers. You'll support customers via phone, email, and our ticketing platform, helping them with everything from product recommendations to order tracking, returns, and technical troubleshooting. You'll play a key role in ensuring our customers have a smooth and satisfying experience, as well as using customer insights to support the development of new products.

Responsibilities:

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Order Support:

Assist customers with placing orders, understanding products, navigating the website, and resolving queries.

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Product Advice:

Offer informed, accurate product recommendations based on customer needs.

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Customer Service:

Deliver exceptional support via phone and email resolving queries, concerns, complaints, and feedback.

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Order Management:

Handle order processing, tracking, amendments, refunds, and returns promptly and accurately.

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Customer Insights:

Gather and share insights with the team to drive improvements.

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Product Development

: Using customer insights to help create and support the development of new products.

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Collaboration:

Work closely with technical and order fulfilment colleagues support to ensure seamless service and outstanding customer experiences.

The Person

We're looking for a resourceful, customer-first professional who thrives on problem-solving and clear communication. If you enjoy helping people, are eager to learn about niche products, and have an interest in engines or mechanics - this could be your ideal role. Bonus points for those who are handy with a torque wrench!

Essential Skills & Experience:

? Proven experience in a customer support or service role.

? Confident telephone manner and excellent communication skills..

? Strong written communication for email and helpdesk responses

? Highly organised approach to work with attention to detail.

? Fluent in the use of Microsoft Office Suite applications.

Desirable:

? Ecommerce or technical product experience.

? Experience using Freshdesk, Zendesk, or similar ticketing/helpdesk software.

A working knowledge of engines and mechanics (as a hobby or job)

Benefits:

? 25 days annual leave + bank holidays + option to buy or sell

? Profit sharing

? Sick pay (after probation)

? Company pension

? Career development support

? Free on-site parking

? Engaged, collaborative work culture

Schedule:

Monday to Friday, day shift only

Job Types: Full-time, Part-time

Pay: 25,000.00-30,000.00 per year

Benefits:

Additional leave Company pension Free parking Profit sharing Sick pay
Ability to commute/relocate:

Sheffield S2 4BB: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person