Parts Advisor- Wolverhampton

Key purpose of the job:

• A pivotal role in the after sales with a direct impact on the Dealer CSI score and after sales profitability
• You are the interface between the customer and the aftersales, it is through ensuring consistently high levels of customer service that you will contribute to increased customer satisfaction and ultimately the overall success of the aftersales business.
• To ensure that all company policies and procedures applicable to their area of responsibility are adhered to at all times

Accountabilities:

• Receive all parts orders via inbound Telephone calls and front reception counter, interpreting customer requirements and giving advice on any additional requirements or prices, matching orders against stock items and advising customer of any items which are not stocked or need ordering.
• Locate unavailable items from other suppliers and arrange for delivery or pass order to stock control for Vehicle Off Road (V.O.R.) orders to be raised.
• To make up customer orders for despatch as required ensuring that they match customer order and that any shortages are highlighted, ensuring that all orders taken are fully completed, invoiced and despatched as scheduled and that the customer is kept fully informed of progress or of any problems.
• Ensure that the image and levels of customer service within the department is in line with company standards.
• Ensure that all customer complaints are dealt with both speedily and effectively, referring any unresolved problems to the job holder’s immediate supervisor.
• 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
• Always Adhere to Health & Safety Policies and Procedures.

The ideal candidate:

• To be able to work in an organised & methodical manner in a fast moving environment, ensuring that all daily tasks are completed.
• To be able to effectively communicate to customers and colleagues both oral and written.
• To have questioning, listening & information gathering skills
• To be able to modify your approach in specific circumstances to ensure a positive outcome
• Ability to identify customers needs & propose appropriate solutions
• Negotiation skills - gain agreement on proposed course of action
• Basic knowledge of  Word, Excel & Outlook applications & general computer literacy

1 in 4 Saturday’s paid overtime

42.5 hrs per week