Job description & Competencies
Trade Parts
Job title:Call Centre Operator/Supervisor
Main purpose of the job:
To identify customer’s parts needs and sell relevant parts by means of catalogues and computer stock lists.
To satisfy and retain existing parts customers whilst developing new customer opportunities.
To maintain the organisational operation of the department with relation to staff.
To work effectively within the dealership team to ensure industry- leading standards of customer care and satisfaction at all times.
To offer flexibility to ensure all roles within the parts plaque hub operations are maintained.
Key tasks and responsibilities:
- Meet all order deadlines, as directed by line manager
- Ensure staff are available and capable of meeting customer requirements
- Check goods in against delivery note and ensure goods are undamaged before accepting delivery. Locate within the appropriate storage area promptly
- Monitor and control outstanding debts. (If assigned by line manager)
- Ensure accuracy of invoicing and estimating
- Monitor parts stock level and measure stock return
- Ensure inventory system is accurate by using computer listing for spot checks
- Keep obsolete stock to a minimum
- Be aware of current business processes and suggest improvements to increase efficiency and service
- Support the development and implementation of strategies to improve profitability and efficiency
- Meet all deadlines as set by the line manager and company procedures
- Undertake direct marketing activities
Operating Controls
- Ensure the accurate and timely completion of administration and accounting tasks, handling all stock items safely and 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 relations with company colleagues, customers, suppliers and external representatives, where appropriate.
Policies and Practices
- Great all customers and visitors promptly, courteously, and professionally. Ensure all environmental, health & safety and other company policies and practices are strictly adhered to, operating within the law at all.
Personal Criteria
- Display a positive attitude, supporting the company’s reputation for excellence through high standards of personal behaviour, including appropriate dress code. Assess own performance and effectiveness and undertake personal development activities.
Brand alignment:
- Demonstrates and applies an understanding of the brand values and brand ambition
- Representative of the client’s brand at all times
- Actively promotes brand to inspire people and customers
- Understands the business case for investing in the brand values and their link to profitability and growth
- Is highly responsive when presented with new initiatives from the brand, ensuring they are action ed swiftly
Essential Recruitment Criteria
Personal Qualities
- Enthusiasm
- Ethical behaviour
- Analytic thinking
- Open – mindedness
- Self- confidence
- Decision making
- Customer- orientated
- Process- orientated
- Financial awareness
- Ambition
- Communication
- Professional appearance
Experience
- Previous experience( minimum of 1 year ) in a similar role within the automotive industry. ( Must be in parts distribution or Automotive logistics) or satisfy an assessment defined by the supplier which is supervised by the academy.
- Computer skills, including experience of operating word processing and database packages, email and internet
