Customer Service Advisor (Parts)

Title: Customer Service Advisor (Parts)
Location: Newcastle, UK
Rate/Salary: £27,000 per year
Benefits: Full training provided, Monday to Friday working, no on-call or out-of-hours requirement, opportunity to develop technical product knowledge.
Type: Permanent

HSB Technical Ltd is a specialist recruiter within the Power & Propulsion, Shipbuilding, Maritime Shipping, Energy and Subsea sectors. We have a number of permanent and contract vacancies for multiple businesses across the UK and overseas.

The job description below outlines the position of Customer Service Advisor (Parts).

Typically, this person will be responsible for acting as the first point of contact for customers requiring spare parts across marine, industrial and workshop environments. The role involves managing customer enquiries from initial contact through to delivery, preparing quotations, liaising with suppliers and ensuring customers are kept updated throughout the process.

This is a service-focused position rather than a sales role, with no sales targets. Previous engine knowledge is not required, with training provided to develop technical product knowledge over time.

Duties and Responsibilities of the Customer Service Advisor (Parts)

• Act as the first point of contact for incoming parts enquiries by telephone, email and face-to-face.
• Acknowledge and respond to customer enquiries promptly.
• Gather information required to progress enquiries, including vessel, engine type, serial number, urgency and delivery requirements.
• Prepare and issue parts quotations.
• Follow up outstanding quotations and record outcomes.Liaise with suppliers regarding pricing, availability and lead times.
• Keep customers updated on quotes, orders, lead times and any delays.
• Manage customer enquiries and orders from initial enquiry through to delivery.
• Support service and workshop teams with parts requirements, including urgent breakdown requirements.
• Handle customer complaints, shortages and delivery issues.
• Maintain accurate records using Microsoft Dynamics 365 and Microsoft Business Central.
• Work confidently with Excel and CSV data for parts lists, pricing and order uploads.
• Develop knowledge of products, suppliers and customers through structured training and day-to-day exposure.
• Learn to use OEM portals, parts catalogues and technical references.
• Work closely with service, workshop and administration teams.

Qualifications and Requirements for the Customer Service Advisor (Parts)

• Right to work in the UK.Previous customer service experience involving enquiries or orders from start to finish.
• Excellent communication skills and a professional telephone manner.
• Strong administration, organisation and time-management skills.
• Ability to manage multiple enquiries and orders while keeping track of outstanding actions.
• Good IT skills, including Microsoft Office and Excel.
• Comfortable learning and using ERP and CRM systems.
• Ability to manage a varied workload, including urgent customer requirements.
• Strong attention to detail and accuracy.
• Customer-focused, proactive and reliable approach.
• Willingness and ability to learn a technical product area.
• Previous engine knowledge is not essential.

Desirable Experience

• Previous experience within a parts, technical product or aftermarket environment.
• Experience within marine, industrial, plant or similar sectors.
• Knowledge of diesel engines, turbochargers or mechanical components.
• Experience within marine, offshore, oil & gas or power generation.
• Experience using Microsoft Dynamics 365 and/or Microsoft Business Central.
• Previous experience handling B2B complaints or escalations.