Job role: Online Support Coordinator
Main Purpose of job:
- To define customer’s part, needs and sell relevant parts by means of internal systems catalogues and computer stock lists.
- To identify all parts required, checking availability identified parts and processing through the client’s systems.
- To notify Sales and Accessories Manager of any stock issues.
- To work effectively within the dealership team to always ensure industry – leading standards of customer care and satisfaction.
Key tasks and responsibilities:
- Process all internal authorised repairer’s auto VHC requests using R&D Vehicle Health check ensuring SLA is achieved.
- Process all internal authorised repairer part pre-pick diary preparation and WIP conditioning ensuring SLA is achieved.
- Meet all order deadlines, as directed by the Sales and Accessories Manager.
- Respond to all authorized repairer enquiries/requests ensuring SLA is achieved.
- Support the development and implementation of strategies to improve profitability and efficiency.
- Provide assistance as well as handling all customer requests as required.
- Meet all order deadlines, as directed by the sales and accessories manager.
- Provide assistance for outbound sales calls to meet the standards and norms as directed by the client
Operating Controls
- Ensure the accurate and timely completion of all AVHC enquiries efficiently. Strive to achieve a consistently high level of customer satisfaction through outstanding personal and professional conduct.
Communication
- Develop and maintain professional and positive working relationships with Company colleagues, customers, internal representatives, where appropriate.
Policies and Practices:
- Greet all customers and visitors promptly and courteously.
- Ensure all environmental and health and safety standards are kept.
Personal qualities:
- Enthusiasm
- Ethical behaviour
- Analytically thinking
- Self confidence
- Ambition
Experience
- Must have a minimum of 1 year’s experience in an automotive parts environment.
- Must have computer skills, including experience of operating word processing and Microsoft packages.
