Infopro Digital group are recruiting for a talented and motivated Customer Service & eCommerce Assistant to join our team on a permanent basis in Haynes Group Limited, who sit within Infopro Digital’s Automotive division. Infopro is a global organisation with 4,000 employees based in 18 Countries and a turnover of €550 million.

The Haynes D2C business is transitioning to a brand-new digital platform in 2024 and this role is an exciting opportunity to be involved from the beginning. The website is moving to Shopify Plus, the world’s most popular eCommerce platform and customer service will be managed on the Gorgias platform, allowing seamless interactions between sales platforms and customers.

Haynes sells across its own website (url removed), Amazon and eBay. This role will involve supporting our customers on all these sales channels. In addition, some ad hoc duties on general eCommerce operations will be included, which will help to develop a full understanding of the business.

 In addition to responding to customers directly, you will oversee an overseas resource that provides additional customer support capacity.

This job is located near Yeovil in Somerset. It is anticipated that after a short period of training, the role can be completed with a mix of office-based and homeworking.

 Responsibilities

-  To be part of a small team managing all areas of customer services through email, social media and online marketplaces such as eBay and Amazon.

- Oversee and monitor the output of our offshore customer support resource

- Work towards a goal of delivering outstanding customer service across all channels.

- Develop a good understanding of the Haynes product range (online and print).

- Answer telephone enquiries where required.

- Liaise with Haynes’ 3rd party distribution warehouse.  Assist with troubleshooting any issues, resolve where possible or raise issues with the broader business where this is not possible.

- Report any issues on eBay, Amazon or (url removed) as they are discovered to the correct team to ensure customers can make purchases without a problem.

- Escalate issues as necessary to the Customer Service & Distribution Co-ordinator where additional support is required to answer a question and/ or solve a problem.

- Maintain customer services “shared file” reports detailing activity and outcomes.

- Assist with pulling together ad hoc eCommerce reports and data, using a combination of data sources (full training and guidance will be provided).

- Update product data in Haynes Global Product Catalogue when required.

- Assist in the smooth running of marketplace accounts, monitoring despatch times, tracking and general account health to maintain smooth operations.

- Be aware of reviews of Haynes on Trustpilot and respond where asked to do so.

Requirements

-          Take a proactive and positive “can do” approach to all customer service tasks

-          Must be able to work within a team but manage own workload independently. 

-          Must be able to prioritise workload and meet deadlines.

-          Must have excellent communication skills.

-          Must be a good negotiator in order to find solutions to suit all situations

-          Be a good listener and problem solver.

-          Be professional at all times

-          Be willing to help and assist with all areas of the business.

Benefits

Location: Hybrid working  -  attending the Head office in Sparkford, Somerset 2 days per week.

Benefits

• Hybrid working
• Generous base salary
• 25 days annual holiday allowance (rising to 30 days with length of service)
• Additional days leave for Birthday
• Life assurance
• Group pension scheme
• Employee Assistance Programme

Learn more about us

Infopro Digital is a B2B group specialising in information and technology. With a presence in 18 countries, the group has 4,000 employees of 55 nationalities.

 Infopro Digital connects professional communities.

 Our brands are leaders in the five key economic sectors: construction and public sector, automotive, industry, risk & insurance, and retail.

 With our solutions, decision makers make informed decisions and companies develop their business and performance in a sustainable way.

During the recruitment process 

The HR department, with guidance from the data protection officer, will ensure that (except where the law permits otherwise):

during the short-listing, interview and decision-making stages, no questions are asked relating to special category data, eg race or ethnic origin, trade union membership or health;

if special category data is received, eg the applicant provides it without being asked for it within their CV or during the interview, no record is kept of it and any reference to it is immediately deleted or redacted;

any completed equal opportunities monitoring form is kept separate from the individual’s application form, and not be seen by the person shortlisting, interviewing or making the recruitment decision;

‘right to work’ checks are carried out after an offer of employment is made but before they commence working for the Company, and not during the earlier short-listing, interview or decision-making stages;

we will only ask health questions once an offer of employment has been made.

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