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About the Role
The Trade Aftercare Executive is responsible for managing all Customer Service related matters and after sale issues to provide excellent Customer Service for Trade Customers.
Responsibilities
- Improve daily tracking of all Trade orders and deliveries.
- Manage all Customer Service and Delivery phone and email enquiries, prioritizing urgency.
- Ensure all orders are fulfilled and any delays are proactively communicated to customers.
- Act as the first point of contact to provide delivery information to customers using tracking information.
- Provide customer feedback and issue resolution, finding creative solutions and identifying recurring problems.
- Support basic administrative tasks such as filing VAT documentation and maintaining accurate order records.
- Develop a full order compliance project management system to ensure all orders are on track with required/promised lead times.
- Respond to all after sale enquiries within 24 hours.
- Provide a friendly, courteous, and professional service at all times, dealing positively with customers in a timely manner.
- Manage returned goods in accordance with OKA policies and understand consumer rights.
- Represent the OKA brand with a service-focused mindset and attention to detail.
- Use initiative and commercial awareness to support team efforts in growing trade relationships.
- Collaborate with colleagues in the Trade team and across the business to achieve objectives.
- Role-model Company Values and Behaviours.
Requirements
- At least 2-3 years of experience in a Customer Service role in a fast-paced company.
- Experience in a B2B trade role is advantageous.
- Excellent team player – collaborative and people driven.
- Highly organised with excellent time management and organisation skills.
- Positive attitude, adaptable, flexible approach to work.
- Understanding of data processing, workflow and efficiency.
- Strong ability to identify and overcome problems and find solutions.
- Proficient in MS Office with high competence in Excel.
- Previous experience of NetSuite and Salesforce is beneficial.
- Excellent communicator, especially telephone manner: professional, clear, positive, upbeat, patient & friendly.
- Flexible to support business needs during peak periods or occasional weekends.
- A creative, problem-solving spirit.
- Passion for the OKA brand.
Skills
- Customer Service
- After Sale Issues Management
- Order Tracking
- Delivery Management
- Customer Communication
- Problem Solving
- Administrative Tasks
- Project Management
- MS Office
- Excel
- NetSuite
- Salesforce
- Communication Skills
- Time Management
- Organization Skills
Work Type
- Full-time
Experience Level
- 2-3 years
Benefits
- 33 days holiday (including bank holiday entitlement), pro rata, plus Length of Service increases
- Day off for your birthday
- Health Cash Plan
- Generous staff discount
- Enhanced Maternity Pay
- Employee Assistance Programme
- Eligibility for a discretionary company Bonus Scheme
- Discounts on 60+ UK retailers via My OKA benefits platform
- Company pension scheme
- Life assurance cover
- Free eye tests
- Cycle to work scheme
- Interest free travel loans
- Social events
- Online wellbeing centre
About the Company
- We know the best work is done by people who enjoy their jobs, so we create a fun and nurturing environment where everyone feels valued and is able to thrive.
- We are looking for an agile and proactive Trade Aftercare Executive with a positive attitude and entrepreneurial spirit who can help us nurture this company culture.
- Put the Customer First - provides exceptional internal and external customer service at all touchpoint
- Be In It Together - approachable, personable, committed to shared success
- Think Big - creative, innovative, solutions orientated
- Own It - curious, persistent, drives results
- Stay Playful - energises others, focuses on positives and opportunities, finds room for spontaneity
- If successful you will become part of the OKA family, a fast-paced and dynamic business.