At a Glance
- Tasks: Handle customer calls and emails, identify parts, and process orders efficiently.
- Company: Join a leading distribution company with a rich heritage in machinery and trucks.
- Benefits: Enjoy competitive salary, 25 days holiday, pension scheme, and ongoing training.
- Other info: Work in a caring, daring, and sharing environment with great career growth.
- Why this job: Be part of a dynamic team that values innovation and customer service.
- Qualifications: Customer service experience and strong communication skills are a plus.
The predicted salary is between 31500 - 38500 £ per year.
SMT is a leading full-service distribution company specializing in machinery and trucks. Our focus is on providing equipment for the construction, material handling, recycling, and transport industry. Launched in 2010, we have already obtained a significant heritage that dates back to 1946. Our mix of agility and international experience gives us the advantage of a synergetic environment. We are active in large parts of Africa, Belgium, Luxembourg, Great Britain, the Netherlands, and the US.
Location: Duxford, Cambridgeshire
Hours: 37 per week | Monday – Friday (Standard Office Hours)
Contract: Full Time, Permanent
About the Role
As part of our Central Parts Sales Team, this position is based at our Duxford Head Office and plays a key role in supporting customers with all their spare parts requirements. You’ll be responsible for handling inbound calls and email enquiries, identifying the correct parts, and processing orders efficiently through to completion. This is a fast-paced, customer-focused role where you will take ownership of enquiries, working across internal teams to ensure a seamless service and positive customer experience at every touchpoint. The role operates on a rotating shift pattern, with occasional weekend working.
Key Responsibilities
- Handle inbound calls and emails from internal and external customers regarding parts enquiries
- Identify and source correct parts based on customer requirements and machine specifications
- Process parts orders accurately and in a timely manner
- Monitor and respond to requests via the central mailbox
- Use internal systems (e.g. ERP/DMS) to track, manage and progress enquiries and open quotations
- Proactively follow up on open quotations to maximise conversion to orders
- Promote current parts campaigns, upsell and cross-sell where appropriate
- Support warranty return processes, ensuring required information is captured correctly
- Coordinate with Parts Detailers, Warehouse and Service teams to ensure smooth order progression
- Support with delivery queries, resolving issues such as lost or damaged items
- Process payments, including credit card transactions and cash sale approvals
- Build strong customer relationships and maintain a high standard of service delivery
About You
- We’re looking for someone who is organised, proactive, and customer-focused, with the ability to manage multiple priorities in a busy environment.
- Previous experience in a customer service, sales support, or parts environment would be advantageous
- A basic understanding of parts, service, or aftermarket operations would be beneficial
- Experience using ERP/DMS systems or similar would be advantageous
- Strong communication skills, both written and verbal
- Good attention to detail with the ability to process information accurately
- Able to work under pressure and manage multiple enquiries effectively
- Takes ownership of tasks and follows through to completion
- A positive attitude with a willingness to learn and develop
Working Pattern
Alternating shifts Monday to Friday: 08:00 – 16:30 and 09:00 – 17:30. Saturday working on a rota basis (1 in every 6 weeks), paid at 1.5x.
What We Offer
- Competitive salary
- 25 days holiday + bank holidays
- Company pension scheme
- Life assurance
- Access to retail discounts and employee benefits platform
- Ongoing training and development opportunities
Interviews will be held on an ongoing basis, so early applications are encouraged.
Our values
Our way of working as a professional community can be best described as Caring, Daring and Sharing. Caring because we are service-minded, and we always like to go the extra mile for our customers and give our people the attention and care they deserve. Daring because we are innovative in our business, constantly looking for smart improvement. And finally Sharing because we realize we’re doing this together; with our clients, with a great team of skilled specialists, excellent manufacturers and reliable suppliers. These values create an engaging environment for passionate people who like to work in a place with purpose.
Parts Call Handler employer: SMT GB
SMT GB is an excellent employer, offering a dynamic work culture that prioritises employee growth and development. As a Field Service Engineer in Leicester & Surrounding Areas, you will benefit from competitive salaries, comprehensive training programmes, and the opportunity to work with cutting-edge Volvo construction equipment, all while being part of a supportive team dedicated to delivering exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Parts Call Handler
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SMT GB. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SMT GB before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Parts Call Handler
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SMT GB:Your cover letter is your chance to shine! Tell us why you want to work at SMT GB specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SMT GB!
How to prepare for a job interview at SMT GB
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
