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