14/02/2024

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.

Our continued success means we currently have positions for Customer Executives to join our teams at Boston, Wellingborough and Peterborough.

Key Purpose of the Job

As a Customer Executive, you are an integral part of the Service Team

Professionally manage the customer-oriented service process

Be the key contact with the customer and provide a skilled interface between them and the workshop, to deliver our customer promise

Ensure all systems are kept up to date at all times

Positively impact on customer satisfaction and contribute to the success of the aftersales operation

Provide information on Mercedes-Benz services and products and respond to queries about service-related topics.

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

Active review of planned work to ensure customer readiness

Complete three day pre-call and check accounts are not on stop

Liaise with Central teams in a polite and professional manner to resolve any issues

Check-in of vehicle, including reviewing customer and vehicle data for completeness

Confirm the key customer contact and preferred communication method

Establish scope of repair and maintenance, gaining customer approval where required

Ensure that a visual inspection is performed and an automatic quick-test to establish the status of the vehicle

Explain and hand-over the Workshop Order to the Workshop Controller

Monitor the repair status and clarify additional repair services

Create basic cost estimates and invoices, including updates of Digital Service Records

Provide proactive customer updates using the preferred communication method

Co-ordinate the pickup date, time, method and location with the customer

Return the vehicle to the customer, including explanation of work carried out

Ownership of job packs and associated documentation.

Ensure all paperwork is completed to audit standard and all systems are updated in a timely manner

Experience

Experience working in automotive or an operational service industry involving high customer expectations

Experience in professional customer contact and customer support

Proficient in Microsoft Office computer skills as well as general business knowledge

Basic technical knowledge and an understanding of service and parts

Preferred knowledge of service-relevant applications (DMS, XENTRY Products)

Please be aware that this job description is a guideline only and additional duties may be required as and when prescribed with your supervisor or manager

Intercounty Truck & Van can offer:

Continual OEM Mercedes Benz Training

Pension scheme

Death in Service

22 days holiday + stats

Wellbeing program including Mental Health 1^st Aid

Employee Assistance Helpline

Discounts & Shopping Vouchers

Uniform and PPE