CSR - Volvo - Jamaica - Wizbii

CSR

  • By Volvo
  • Jamaica (United States of America)

Job description

Auto req ID

90295BR
Entity

Volvo Trucks
Position Description

Customer Service Representative

An exciting opportunity to be part of our new site in Banbury !!

Join our new site in Banbury covering Parts customer services, front desk, administration working alongside a team within a fast paced environment. Ability to be a proficient Service Planner through to invoicing.

Develop effective customer relationships. Proactively promote the services and products available, therefore increasing labour and parts sales.



A pivotal role in the Aftersales operation of a smaller dealerpoint, combining duties in both Service reception customer services responsibility and Parts stock control. Whilst covering the service reception you will belooking after the customer, acting as one point of contact. A CSR is involved from the planning stage, on arrival of the customer's vehicle, internal and external communication whilst the vehicle is serviced or repaired, through to invoicing and returning the vehicle to the customer. At the same time you will be able to routinely review stock performance and availability, predominantly to the workshop.

Develop effective customer relationships. Proactively promote the services and products available, therefore increasing labour and parts sales.

Main Tasks / Responsibilities / Authorities:

Parts:
·  Daily, weekly and monthly reports and back checking on both routine housekeeping and also stock health management responsibilities to be delegated to the Warehouse Operative to action
·  Follow procedures for the ordering, receipting and returning of goods.
·  Raise Parts quotations, orders and credits
·  Regular inventory stock counts.
·  Proactively sell parts and promotions to customers
Service Reception:
Planning:
·  Speak to customers face-to-face and over the phone.
·  Act as one point of contact for the customer.
·  Confirm details of any planned visits with customers in advance.
·  Plan work in to the workshop schedule.
·  Create job card/repair order for the work to be carried out. On arrival:
·  Greet all customers on arrival at the Dealerpoint in a professional and friendly manner.
·  Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract.
·  Ensure that all proposed work is correctly specified based on standard IMPACT content, and converted to GDS quotes.
·  Be able to convert GDS quotes into repair orders.
·  Gain formal (written) customer authorisation for quoted work (Retail/ VCM.)
·  Agree timescales for unscheduled work with customers and follow through to completion.
·  Ensure that all authorised work is properly coded on the repair order prior to handover to the workshop.
·  Be able to convert a workshop repair order into a sales invoice.
·  Manage bookings for courtesy cars.
Service and Repair:


·  Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation of all incremental work.
·  Gain customer agreement through selling the benefits of identified repair solutions in a professional manner.
·  Review quality of job documentation and highlight issues / deficiencies to Workshop Supervisor for follow up.
Invoice and Follow-up:


·  Produce and explain invoice to customer at point of vehicle collection, resolve any queries or objections on a timely basis.
·  Follow up after service / repair visit to check customer satisfaction as per GVS process.
·  Work in accordance with Volvo Group UK standards of health, safety, quality and environmental care. Required knowledge and experience:

·  Analytical
·  Parts/stock control experience
·  Dynamic approach to varied workload
·  Experience of dealing directly with customers
·  Good planning and organisational skills
·  Able to work to process and policies
·  Strong IT skills
·  Able to work confidently with in-house IT systems
·  Quickly learn and retain technical information relating to Warranty and Contract Terms and Conditions
·  A technical background would be of benefit
Benefits : Competitive salary, 22 days holiday raising to 25 days, pension scheme, training and development, childcare vouchers, discount of Volvo and Renault cars for friends and family, travel discounts, theme park discounts, cinema discounts plus many more.

Country

United Kingdom
Position Title

CSR
City/Town

Banbury
Functional Area

Aftermarket
Travel Required (maximum)

None
About us

The Volvo Group is one of the world's leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus, Sunwin Bus and Volvo Penta.

The Volvo Trucks brand has been built up over decades and enjoys a solid position worldwide. It is one of the world's best known and respected brands within the commercial vehicle industry. It is associated with the core values quality, safety and environmental care. With Volvo Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.

Employment/Assignment Type

Regular
Last application date

28-Dec-2018
State / Province

South East
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