Customer Support & Trade Development Executive

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