Warranty and Returns Administrator

We're looking for a detail oriented Administrator to manage customer enquiries about parts that don't meet requirements, via phone, email and eBay messages. You'll take ownership of cases, work closely with our warehouse team and help identify trends to improve our service.

If you're organised, a strong communicator and enjoy juggling multiple tasks whilst keeping the customer at the heart of everything you do, this could be a great role for you.

Location: Poole, Dorset

Working Hours: 37.5 hours per week

Working Pattern: Monday - Friday

Reporting to: Customer Service Team Leader

What You'll Be Doing

• 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 escape any themes or trends, working closely with our Warehouse and Technical 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.

What We're Looking For

• Strong customer focus with experience building and maintaining relationships
• Previous experience in high-volume e-commerce returns essential
• Knowledge of vehicle parts/mechanics and eBay systems desirable
• Confident administration skills with internal and client liaison experience
• Excellent written and verbal communication skills
• Positive, adaptable, and able to work independently
• High attention to detail and strong Excel skills
• Experience with warehouse systems advantageous

Why Join Us?

• Discounted fuel and staff discount on parts from day one!
• Health Cash Plan with Health Shield
• Critical Illness Cover
• Family Day & Community Volunteer Day
• 28 days holiday per year and extra holiday after 3 years' service
• Increased pension contribution after 5 years

At Charles Trent, we don't just offer jobs, we offer long term careers with purpose, opportunity, and real impact. If you're ready to bring experience, structure, precision and a proactive attitude to our team, we'd love to hear from you.

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