Parts Call Handler

Overview

Handle inbound parts inquiries, supporting customers and internal teams via calls and emails.

Key Responsibilities

• quotation tracking
• parts coordination
• mailbox monitoring
• finance liaison
• customer interaction
• first contact

Tasks

-Liaise with our finance team to request cash sales approvals and support the parts warranty return process when required. -Use the IDMS Role Centre dashboard to track and follow up on open quotations, keeping customers updated. -Pass confirmed ‘supply and fit’ requests to the relevant Service Coordinator to ensure a smooth handover. -Work closely with Parts Detailers to follow up on requests and make sure they’re completed in good time. -Monitor our central mailbox to ensure all queries from engineers, coordinators, CSRs and ASMs are picked up and actioned promptly. -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. -Be the first point of contact for inbound calls and emails, assisting both internal teams and external customers.

Requirements

• crm
• inventory
• problem solving
• communication
• customer service
• upselling

What You Bring

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

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Benefits

-Free Physio Access – Speak to a physio by phone or video. -Retirement Support – Enjoy bonuses and phasedown days when its time to retire. -Cycle to Work – Save on a new bike and accessories. -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. -Pension – We match your contributions up to 5%. -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. -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. -IVF Support – Paid time off for treatment and appointments. -Family Leave – Enhanced maternity, paternity and adoption leave. -24/7 GP Service – Private GP access anytime.

About Smt Gb

-A leading provider of construction and mining equipment in the UK. -With decades of experience supporting sectors including construction and mining. -Offers state-of-the-art machinery, from excavators to loaders, tailored to diverse project needs. -Works on large-scale projects in both public and private sectors, particularly in mining and heavy civil works. -Ensures customers have access to the latest technologies and reliable service. -Thrives on deep market knowledge and a customer-centric approach to project solutions.

Sector Specialisms