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  • Job reference: RMS0172418

Dealer Support Coordinator - Part time

  • Sector: Commercial
  • Location: Crewe
  • Job type: Contract
  • Date posted: 25/10/2016
  • Duration: 6 months
  • Time left:
    d h m s
    (21/11/16)
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:
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

Essential Skills / Qualifications:
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

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