Parts Call Centre Advisor
16/05/2024
Intercounty Truck & Van Ltd is a successful Mercedes-Benz franchise with 20 years experience of providing excellent sales and aftersales service. We have 5 sites across central England plus a number of workshops that are dedicated to our large fleet customers, repairing mixed fleets of vehicles including trailers and ancillary equipment.
Our technicians, sales teams and back-office support all share the same goal; to deliver an unrivalled customer experience, adding value through our products and services.
We currently have a position available for a Parts Call Centre Advisor based at our Boston depot.
Key Purpose of the Job
To develop new and existing parts account business to enable parts sales targets to be achieved
To develop strong relationships with customers, connecting with key account customers and preparing sales report and logging any issues or concerns
To handle customer complaints, find solutions to their issues, and maintain a positive relationship with the customer
To ensure that all company policies and procedures applicable to their area of responsibility are always adhered to
To ensure all orders are actioned and processed in a timely and efficient manner
Ensuring all Mercedes-Benz UK and ICTV standards are met
To positively represent the company and the Brand as a whole both internally and externally.
Key Competencies
Customer-oriented – Think and act with the customer in mind at all times. You professionally implement all Mercedes-Benz processes and procedures to provide the best experience for your customer
Relationship builder – Establish a quick, reliable and trustworthy rapport with customers
Flexible – Adapt easily to changing situations
Resilient – Deliver consistent performance in a fast-paced environment
Professional – Work diligently and present yourself at all times as an ambassador of the Mercedes-Benz brand
IT Literate – Familiar with a range of IT software and willing to embrace new systems
Eye for Detail – Produce detailed, accurate work, free from errors in a consistent and methodical manner
Team Player – Work well as part of a team with a shared goal, engage and communicate based on trust and respect
Problem Solving – Think logically and collaborate with others to resolve issues promptly and constructively
Interpersonal & Communication – Interact with others in a fair, positive and professional manner at all times
Accountabilities
Develop parts sales business within a predetermined territory, identifying new business opportunities and promoting the company’s products and services in respect of parts
Take ownership for allocated customer accounts and ensuring these are managed in case of absence
Undertake a regular call programme to all existing account holders in order to maximise sales, producing daily call sheets in respect of all calls made
Achieve parts sales targets and recommend special incentives or promotions in respect of customer accounts in order to maximise sales or address shortfalls against sales targets
Identify opportunities for upselling by recognising customer requirements
Ensure that the image and levels of customer service is in line with both company and franchiser standards
Ensure that all customer complaints are dealt with both speedily and effectively, referring any unresolved problems are referred to the Call Centre Manager
Ensure that within their area of operation all Company and Trade Associations policies, procedures and minimum standards are met and that all statutory requirements including trading standards, fire, health and safety are adhered to
Handle all internal and external customers and suppliers with courtesy and ensure the Mercedes-Benz experience is always delivered to all contacts
General admin and adhoc duties as and when required by line manager
Experience
Experience working in automotive or an operational service industry involving high customer expectations
Excellent customer service skills and ability to build good professional relationships
Experience of dealing with customers in a fast-paced environment
Thorough knowledge of all department products and services
Confident communicator
Good geographical knowledge of local area
Proficient in Microsoft Office computer skills as well as general business knowledge
Preferred knowledge of commercial vehicles, specifically Mercedes-Benz
Preferred understanding of compliance associated with Heavy Goods Vehicles
Preferred knowledge of service-relevant applications (DMS, XENTRY Products)
Intercounty Truck & Van can offer:
Continual OEM Mercedes Benz Training.
Pension scheme
Benefits:
Company Pension
Cycle to work scheme
Life Insurance
Wellness Programme
Our Dealerships
Stewarts Road
Finedon Road Industrial Estate
Wellingborough
Northamptonshire
NN8 4TR
Broadway Business Park
Yaxley
Peterborough
Cambridgeshire
PE7 3EN
Milton Keynes
8 Fingle Drive
Milton Keynes
Buckinghamshire
MK13 0AY
Boston
Old Station Yard
Station Road
Sutterton
Boston
Lincolnshire
PE20 2LF
Woodside Industrial Estate
Unit 9
Humphrys Road
Dunstable
LU5 4TP