Customer Support & Trade Development Executive
我们正在寻找一个专注于客户的客户支持和贸易发展执行官，拥有强大的汽车背景来管理询问并为小型商业和独立汽车企业提供卓越服务。虽然该角色涉及支持商业增长，但主要目标是提供高质量的客户体验，培养关系，确保查询得到专业化和有效处理。成功的候选人应该了解汽车文化和热情者行为，掌握客户需求，并在汽车社区内进行信誉交流。关键责任 客户调查与支持 （首要关注）· 管理和响应通过分配的道接入客户查询 ● 支持和管理 Gorgias （包括 AI 聊天机器人交付）的查询 ●确保每个客户得到迅速和专业的回复 ●保持清晰，完整的记录所有客户通信 CRM & 知识管理 · 在 HubSpot CRM 中准确跟踪查询，帐户和互动 ● 更新交易阶段，笔记和后续行动 ● 支持改善 GorgiAS 内的客户知识基础 ● 确定经常性问题或主题以帮助精细化常见问题和支持材料 · 每日服务线程和 KPIs ·监控并采取一切日常查询线程 ● 根据达成的 SLA 工作，确保客户处理顺利 ●将日常查询线程视为核心服务性能 KPI 小商业和独立企业支持与发展 ·识别并参与小型商业客户和独立汽车企业 ●提供符合他们的需求的产品和服务指导 ●酌情进行轻微宣传 （包括偶尔冷调）来介绍优惠和维持关系 ●保持有所干涉的小商业客戶健康的管道 ● 清晰及早期沟通阻碍者或风险 ● 对所有开放查询和后续调查提供准确，诚实的更新 所有权与责任 ·对分配的客户查询承担全面责任 ●确保所有声称的行动都真正完成 ●有效管理工作负载以避免滞后 ●突出流程改进和重复挑战 客户和贸易伙伴经验 ·代表品牌在创业中具有信誉和专业性
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We are seeking a customer-focused Customer Support & Trade Development Executive with a strong automotive background to manage enquiries and provide exceptional service to small trade and independent automotive businesses. While the role involves supporting commercial growth, the primary goal is to deliver a high-quality customer experience, nurture relationships, and ensure enquiries are handled professionally and efficiently. The successful candidate should understand car culture and enthusiast behaviour, take ownership of customer needs, and communicate credibly within the automotive community.
Key Responsibilities
Customer Enquiries & Support (Primary Focus)
- Manage and respond to inbound customer enquiries across assigned channels
- ● Support and manage enquiries via Gorgias (including AI chatbot handovers)
- ● Ensure every customer is responded to promptly and professionally
- ● Maintain clear, complete records of all customer communications
CRM & Knowledge Management
- Maintain accurate tracking of enquiries, accounts, and interactions in HubSpot CRM
- ● Keep deal stages, notes, and follow-up actions updated
- ● Support improvement of the customer knowledge base within Gorgias
- ● Identify recurring questions or themes to help refine FAQs and support materials
Daily Service Threads & KPIs
- Monitor and action all daily enquiry threads
- ● Work within agreed SLAs to ensure smooth customer handling
- ● Treat daily enquiry threads as a core service performance KPI
Small Trade & Independent Business Support &
Development
- Identify and engage small trade customers and independent automotive businesses
- ● Provide guidance on products and services appropriate to their needs
- ● Where relevant, conduct light outreach (including occasional cold calls) to introduce offerings and maintain relationships
- ● Maintain a healthy pipeline of engaged small trade customers
Customer Support & Trade Development Executive
Escalation & Communication
- Escalate unclear, complex, or delayed cases promptly
- ● Communicate blockers or risks clearly and early
- ● Provide accurate, honest updates on all open enquiries and follow-ups
Ownership & Accountability
- Take end-to-end responsibility for assigned customer enquiries
- ● Ensure all actions claimed are genuinely completed
- ● Manage workload effectively to avoid backlogs
- ● Highlight process improvements and recurring challenges
Customer & Trade Partner Experience
- Represent the brand with credibility and professionalism in the automotive space
- ● Communicate in a way that resonates with enthusiasts and trade customers
- ● Contribute to improved response times, customer satisfaction, and overall confidence in the brand
Training will be provided on HubSpot, Gorgias, and internal systems.
Behavioural Expectations
- Customer-first mindset with commercial awareness
- ● Comfortable initiating conversations where helpful
● Honest and transparent
- Detail-oriented and process-driven
● Reliable, consistent, and accountable
Working Style
- Able to balance inbound customer needs with light trade development activity
- ● Understands that responsiveness, clarity, and follow-through support both customer satisfaction and commercial outcomes
Requirements
Essential
- Experience in customer service or customer-facing roles
- Strong organisational and time-management skills
- Excellent written and verbal communication
- High level of accountability and ownership
- Comfortable using digital tools and platforms
Highly Desirable (Strong Priority)
- Automotive background or genuine knowledge of car culture
- Understanding of automotive customer behaviour
- Experience with light outbound calling or follow-up communication
- Confidence engaging with small business owners
- Experience nurturing small trade or B2B customer relationships
Desirable
- Familiarity with CRM systems (e.g. HubSpot)
- Experience with customer support platforms such as Gorgias
Customer Support & Trade Development Executive
- Exposure to AI-assisted customer support tools
- Ecommerce or automotive aftermarket experience
Originally posted on Himalayas