Parts Call Handler

Description

• Use the IDMS Role Centre dashboard to track and follow up on open quotations, keeping customers updated.
• Liaise with our finance team to request cash sales approvals and support the parts warranty return process when required.
• Work closely with Parts Detailers to follow up on requests and make sure they’re completed in good time.
• Pass confirmed ‘supply and fit’ requests to the relevant Service Coordinator to ensure a smooth handover.
• Monitor our central mailbox to ensure all queries from engineers, coordinators, CSRs and ASMs are picked up and actioned promptly.
• Be the first point of contact for inbound calls and emails, assisting both internal teams and external customers.
• Build strong relationships with customers and internal teams, gaining a good understanding of their needs and sharing market insights.
• Take ownership of every customer interaction, ensuring each one reflects SMT GB’s high service standards.

Requirements

• Basic computer skills and confidence using systems to manage customer information.
• Experience using CRM systems or inventory management tools.
• Comfortable working in a fast-paced environment where teamwork and accuracy are key.
• Confident communication skills – both written and verbal – with the ability to build rapport quickly.
• A proactive, problem-solving mindset and a genuine passion for helping customers.
• Knowledge of parts and components used in construction machinery.
• Experience in a customer service or call handling role, ideally within the automotive or construction equipment sector.
• A flair for upselling or promoting products that add value to customers.

Benefits

• Health Cash Plan – Claim money back on prescriptions (including HRT), glasses, dentists appointments, physio and more. We cover your basic plan, with the option to upgrade.
• Cycle to Work – Save on a new bike and accessories.
• Retirement Support – Enjoy bonuses and phasedown days when its time to retire.
• Enhanced Sick Pay – Extra support when you’re unwell, meaning you can rest a little easier while you recover.
• Car Leasing – Salary sacrifice schemes through Tusker or Octopus.
• 24/7 GP Service – Private GP access anytime.
• Family Leave – Enhanced maternity, paternity and adoption leave.
• IVF Support – Paid time off for treatment and appointments.
• Free Physio Access – Speak to a physio by phone or video.
• Pension – We match your contributions up to 5%.
• Discounts Platform – Save on groceries, holidays, shopping and more.
• That's not all - We also offer a whole host of additional Health & Wellbeing Support and benefits.

Training + Development

Interview process

Visa Sponsorship

Security clearance