Parts Customer Care

Salary: £28,000 - £30,000 pa

Industry: Automotive

Job Type: Permanent

Location: South East

Reference: 27346-aj

Expiration date: 19 August 2017

Job Purpose: To support in the delivery of revenue and profit objectives. To represent the Company to the highest levels of professionalism in supporting the Company Dealer network and customers world-wide to resolve issues and provide first class customer service experience. To assist with departmental project service enhancements.

Key Responsibilities & Tasks:
To resolve availability, prices, logistic enquiries and queries from Dealers, authorised repairers, heritage specialists and internal sources for parts and accessories. To find solutions to all issues raised by Dealers or Customers, whether internal or external to achieve ‘best in class’ service levels at all times. On average circa 80 queries per day submitted.

  • To resolve availability, logistic, pricing to the worldwide dealer network and retail customers.
  • Be proficient in Synergy to manage customer cases
  • Use best judgement to make decisions on financial and resource impact of beyond normal levels of service where the Company, its Dealers or Representatives will be adversely effected by non-supply of service levels
  • Provide ‘account management’ to a defined list of Dealers.
  • Order loading for accessory items ordered on ‘New Car Orders’
  • Monitor and maintain accurate records for all transactions.
  • Advise customers on parts promotions, availability, catalogues, brochures and electronic media.
  • Advise customers on parts catalogue, bulletins and information availability.
  • Identify business improvements and support delivery of system enhancements for all developments to support a targeted reduction in both total number of cases and closure response times.
  • Liase with warehouse to resolve logistics enquiries.
  • Support internal departments with queries.
  • Manage the customer experience to include liasing with internal departments and external suppliers where necessary
  • Operate within ISO and Audit requirements
  • Expedite order processes/ fault diagnosis; follow through on the shortages, delays or any other problems via Customer & Technical Support team
  • Input to and control of required systems applications and logs
  • Monitor and report on performance to management as required
  • Response times to inbound cases to achieve target
  • Controlled by VOR/ stock ordering process in addition to extreme requirements driven by Service Operations and systems resource.
  • Decisions on expenditure to solve customer issues
  • Originate external invoices.
  • Checking and charging credit/ cards.
  • Originate purchase requisitions
  • Originate material stock transfers.

Qualifications & Experience:

  • Experience of Dealer operations or other OEM’s would be an advantage
  • Ability to communicate at all levels
  • Clear understanding of logistics, purchasing and distribution
  • Ability to work well as part of a team and yet able to act independently in management absence
  • Good PC skills are required
  • A full and total understanding of the company’s brand values, customers and most importantly, the product, both non-current and current.
  • A sound computer use knowledge
  • Very customer focused and friendly, problem management and resolution.