Retailer Support Executive

Strive Group is a connected experience agency that delivers unparalleled growth for brands by reshaping the way they engage with their employees and customers. We work across three pillars of Brand, Employee and Customer experience turning touchpoints into talking points delivering outstanding experiences.

Strive Group is looking for the right candidate to join our Retailer Support team. Our client launched their direct-to-consumer sales model in April 2024 and Strive Group are providing support to the Retailer network to facilitate vehicle sales through the new process, and Salesforce based system. As Retailer Support Executive you will be the first point of contact for Retailers seeking process and/or system support. Delivering exceptional customer service, you will triage calls and emails to provide first-contact resolution to process enquiries, where possible, and escalation of system issues to technical support.

What Strive Group can offer you

  • 24 days annual leave, plus Bank Holidays

  • Hybrid working option (up to 2 days working from home)  

  • 2 days paid charity/volunteering days annually

  • Employee Wellbeing Strategy for you and your family 

  • On-site Mental Health First Aiders

  • Cycle to Work Scheme

  • Subsidised Annual Eye Test

  • Discounted Gym Membership

  • Free Army Fitness Bootcamp

Days / Hours of Work: Full time (37.5 hours a week). Predominantly between the hours of Monday – Friday, 9.00 – 5.00pm (some flexibility may be required outside of these hours)

Salary: £25,000 per annum   

Location: Strive Group Head Office, Harrogate 

About the job:

To be successful in this role, you will be process driven, methodical and have experience in Salesforce. A Retailer Support Executive works closely with Retailers to facilitate vehicle sales through Salesforce. Retailers may be seeking clarification on process steps, system support, or both. The team demonstrate exemplary customer care, pride themselves on simplifying the complex, and guide Retailers to resolution with confidence.

Key Responsibilities:

  • Answer inbound calls and emails from Retailers to support them with processing a sale through the Salesforce platform

  • Share knowledge of system steps and sales process to provide first-contact resolution where possible

  • Accurately log and update calls in Strive CRM system, ‘Five CRM’

  • Understand the difference between user knowledge gap and system error, and escalate to relevant stakeholder

  • Accurately record details of system-based issues with screenshots and supporting documentation, and when appropriate, raise Tickets in the relevant issue tracking platform

  • Progress raised issues and Tickets and provide resolution to Retailers.


What We Need From You:

  • Your experience. Knowledge of Salesforce is a must. Strong systems and process experience with a solution focus is essential

  • Your curiosity. The ability to ask exploratory questions to determine the nature of the Retailer issue, understand the problem to solve

  • Communication. Excellent communication skills with a natural ability to simplify complex processes and explain them clearly • Service ethic. Confidence, patience and able to form strong connections with people over the telephone

  • Conscientious. Demonstrate effective self-management, execute tasks in a timely manner to meet Service Level Agreements

  • Accuracy. Exemplary attention to detail and accurate record keeping

  • Values. Self-awareness, a commitment to deliver excellence and hold yourself to high standards.

Application:

To apply please email: helen.falgate@strive-group.com including a cover letter and C.V.