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SMT
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 in US.
Job Title: Parts Call Handler
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
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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
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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.
SMT does not accept unsolicited CVs or applications from headhunters, recruitment agencies, selection agencies, or any other third party, unless prior written consent has been given by SMT. These parties are not permitted to submit CVs or applications to SMT or its employees in any form, including, but not limited to, email, social media or online platforms, whether directly or indirectly.
Any CVs or applications submitted in breach of this policy will be treated as unsolicited and will not create any obligation for SMT. SMT will not acknowledge or accept any claim for compensation, costs or fees arising from such submissions. SMT also expressly reserves the right to contact any candidates directly, without this creating any obligation towards the party that submitted their details.
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