Client Support Executive

Salary: £37,000 - £42,000 pa

Industry: Automotive

Job Type: Permanent

Location: West Midlands

Reference: 27216-jr

Expiration date: 06 June 2017

Job Purpose: This role is a 12 month Fixed Term Contract, and aims to assist in achieving the highest levels of quality, product support and customer satisfaction representing After Sales in a professional manner at all times, both inward and outward facing.

Key Responsibilities & Tasks:

  • To promote and identify effective solutions in support of all aspects of dealer/customer liaison in order to provide high levels of customer satisfaction, e.g. co-ordination of all activities required in meeting prompt and effective solutions.
  • Maintain an up to date working knowledge of the company’s systems, products, components, manufacturing methods and techniques, essential for discussions with customers, associated companies, government authorities and the general public.
  • Provision of daily company aftersales customer service, through all means of communication. Continuous, prompt and professional support by email, letter, telephone to the dealer network and the Company’s customer base. Maintain records by using the CRM system.
  • Identify and agree costs relating to Warranty with members of the Company’s dealer network. Where appropriate, identifying through discussion and negotiation with customers and dealers, post-warranty contributions, to mutual levels of satisfaction, within agreed concession parameters.
  • Manage the on-going maintenance and accurate filing of all records and reports relating to the Company’s vehicles, customers and dealers including; dealer communications, Service Bulletins, Field Service Actions, Service Action Recalls, Policy Letters and ePDR’s.
  • Continued assessment of service and added value opportunities, which contribute towards customer satisfaction and cost of ownership.
  • Lead in the organisation and delivery of global on territory After Sales conferences, including scheduling, preparation and deployment in major markets, additionally follow up with formal minuted closure.
  • Planning and deployment of global on-territory Customer Service Clinics, in–line with scheduled plans and dealer requirements.
  • As required, represent After Sales at relevant in-house meetings, also at key external events that are relevant commercial activities e.g. Track Days, Motor shows and Dealer Promotional events.
  • Identifying on-going improvement areas in workshop efficiency, cost of ownership and profitability, also aftersales parts performance and parts stock holding.

Qualifications & Experience:

  • Degree or equivalent.
  • Preferred understanding of servicing and maintenance procedures, as well as an ability to present and communicate at all levels in a responsible and professional manner.
  • Comprehensive IT skills: using mainly Microsoft applications and appropriate Company Systems.
  • Previous automotive manufacturer or dealer experience.
  • A full and clean driving licence is essential.
  • Extensive knowledge of the Company’s products
  • Able to work in a team, autonomously and motivate others.
  • Excellent inter-personal skills with ability to influence others with no direct reporting structure.
  • Be a friendly and enthusiastic self-starter.
  • Able to demonstrate a strong and innovative business acumen.