E-Commerce Customer Service Agent

TTI is a fast growing world leader in Power Tools, Accessories, Hand Tools and Outdoor Power Equipment  for Do-It-Yourself (DIY), professional and industrial users in the home improvement, repair, maintenance, construction and infrastructure industries. Powerful brands, innovative products, exceptional people and operational excellence: We are dedicated to improving the lives of homeowners and tradespeople around the world. Join us and become a part of our success story.

We have a new E-Commerce Customer Services Agent position available within the UK Operations Team, reporting to the E-Commerce Customer Services Team Leader.

The role of E-Commerce Customer Service Agent will be working within our Operations department, within our Customer Service, Business to Consumer team. You will be working within a fast-paced team and the purpose of this role is to work with customers to resolve enquiries.

This is an exciting opportunity to work within our growing team in our new offices in Marlow! We will offer a work from home option (which is to be agreed directly with your line manager upon successful completion of your training).

As part of working for TTi, we offer many exciting benefits! It’s our people that are crucial to the success of our business and therefore we offer a vast range of comprehensive benefits to our team.

• Free on-site parking at the office

• A non-contractual work from home option (ideally on successful completion of first 3 months of employment)

• 25 days holiday + bank holidays

• Private Medical & Dental Insurance

• Group Life Assurance Benefits

• Annual Gym Allowance

• Discounted Milwaukee and Ryobi products

• Access to our TTi Benefits Hub which includes discounts with many high street retailers

• Support towards Eye Sight Tests for DSE use

• On-site 3rd party restaurant and coffee shop in our offices

As well as the above benefits, the wellbeing of our employees is of utmost importance to us and we offer an Employee Assistance Programme, giving employees access to a confidential helpline 24/7.

Key Responsibilities:

• Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM systems

• Manage all direct customer orders as per the internal sales order process

• Handle and respond efficiently to all general and order specific direct customer enquiries

• Manage return requests effectively, whilst ensuring all relevant systems are updated as per company procedures.

• Support with order status updates and delivery tracking queries

• Effectively manage calls, enquiries, orders, complaints, returns and log all details of actions taken within CRM system to support case management

• Effectively manage the complex customer complaints and escalate it to the right stakeholders to support resolutions

• Provide feedback on the efficiency of the customer service process and areas of improvement

• Communicate and coordinate with internal and third-party stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queries

• Carry out other ad-hoc duties as required from time to time

Skills Required:

• Previous experience within a Customer Service position is essential

• Knowledge of CRM systems

• Understanding of relevant legislation including Consumer Rights Act and Distance Selling Regulations

• A self-motivated, passionate, and enthusiastic approach to work and providing excellent customer service. Excellent communication skills, both oral and written

• Outstanding verbal communication skills and with experience of dealing with challenging customer complaints Strong data entry, typing and analytical skills

• Professional and empathic approach to resolving issues

• Strong Ms Office Skills

• Excellent time management and goal orientated focus

• SAP and Salesforce knowledge is highly desirable

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!