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  • Job reference: RMS0152706

Dealer Support Coordinator

  • Sector: Commercial
  • Location: Crewe
  • Job type: Contract
  • Date posted: 13/01/2015
  • Time left:
    d h m s
    (03/02/15)
This vacancy has now expired.
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The Company:
Is a leading Automotive manufacturer with a reputation for outstanding quality the world over. With demand increasing and an upturn in production, there is a need to bring further skills into the business to deliver on current and future projects.

The Role:
MAIN GOALS AND OBJECTIVES


The Dealer Support Coordinator is a 100% customer focused position and is responsible for the timely resolution and/or escalation of all global dealer parts related queries. Responsible for supporting customer satisfaction objectives utilising the 7-Step core service process and in line with company key goals.


MAIN RESPONSIBILITIES (Maximum of 5 relating to products, services etc.)

1. Assist Dealers in the resolution of parts related queries.

• Receive and process all incoming parts related queries via the concerns management system, e-mail, and phone. Ensure effective follow-up and closure of all queries
• Liaise closely with regional teams to ensure awareness of dealer issues, dealer training needs and potential customer escalation situations
• Use available systems, data or archived technical information to ensure all queries are resolved within agreed response times
• Categorise and prioritise queries as appropriate
• Escalate and liaise with relevant supporting departments to resolve queries
• Coordinate and facilitate dealer credits and refunds
• Can freeze stock or restrict parts in consultation with the Parts Support Manager
2. Customer Advocacy

• Challenge and influence changes that assist in removing ambiguity from Dealer parts Information
• Coach and influence Dealers to become more proactive/self-sufficient in utilising data made available to them in Aftersales systems
• Ensure clear, concise, timely and accurate responses are provided in all media forms.

3. Assist in the fast tracking of dealer backorders

• Identify and prioritise critical dealer backorders
• Liaise with relevant departments to ascertain parts availability information
• Ensure timely and accurate information flow between Aftersales and dealers
• Ensure effective follow up until queries are resolved



SPECIFIC INFORMATION FOR ROLE
(such as sales volumes, production volume, number of bought parts etc.)

Shared responsibility for delivery of worldwide parts sales turnover


Shared responsibility for delivery of Aftersales contribution


Responsibility for the global Dealer network parts support via PCMS

Manage back order and CIA escalation, utilising support from internal functions including ; Sourcing and Supply, Warehouse, TSC, Quality & Aftersales publications


SKILLS & EXPERIENCE

• Strong product knowledge.
• Excellent communication skills at all levels
• Committed to delivering a high level of customer satisfaction
• Ability to use a structured approach in resolving parts problems


PRACTICAL & TECHNICAL KNOWLEDGE

• Knowledge of Automotive industry, Bentley Product and dealer practices.
• Knowledge/experience of working in other Bentley functions – Engineering, Quality, Production, Purchase



QUALIFICATIONS

• Educated to ONC/HNC level in a Technical discipline or equivalent industry experience
• Excellent IT skills in Microsoft systems and SAP platforms
• Language skills would be advantageous though not critical


HEALTH & SAFETY

Responsibility for ensuring that local Health and Safety policies and procedures are followed in order to ensure own safety and the safety of others.
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