Key Account Manager AfterSales

Job description

Tasks

Key Accounts Manager AfterSales

Objective of the job:

Mercedes-Benz SA is looking for a Key Account Manager in the AfterSales division to maximise AfterSales revenue opportunities from a defined customer list, whilst maintaining and improving After Sales support, locking in customer loyalty and delivering excellent levels of customer service leading to industry benchmark CSI, in compliance to the Company's Integrity & Anti Bribery Codes, Conflict of Interest Policy & S.H.E.Q requirements and to perform delegated S.H.E.Q tasks and duties & to inform superior about deviations.

Main Tasks:
- Investigate and effectively manage a programme of customer visits to ensure the customer is guided to optimise MBSA downstream revenue in all aspects of after sales (sales activity) with these key operators. Reviewing on a regular basis the parts sales activity of each account to ensure we have a up to date view of the customers parts purchase activity driving further downstream revenue activity to maximise the opportunity with each operation (Key focus Parts sales / Service Contract opportunities) and operate the MBCV product in the most effective manner.

- To provide interface between the key account customer/ operator and the dealer network to ensure the dealer/MBSA support the customer's fleet in an effective and timely manner ensuring that MBSA commercial and customer service (CSI) requirements are managed effectively. Frequently supervise and review existing and new applications for accredited fleet workshops.

- To manage any key account customers serial technical issues effectively working closely with the TAC to ensure timely, cost effective resolution to technical problems when these arise, plan network campaigns with the customer / dealer to ensue minimum downtime and customer inconvenience. Arranging the required parts and tools to commence the campaign. To arrange with the dealer a working schedule that will ensure a fast completion of the campaign work.

- To negotiate and mange warranty/ goodwill issue in a manner that minimises the cost to MBSA whilst delivering high levels of customer satisfaction.

- Manage any active fleet customer in house warranty /R&M workshop activity ensuring via the supporting dealer the customer meets all pre-determined criteria and maintains these standards. In addition, manage any new application through the process ensuring all aspects of the requirements for an in house workshop arrangement are met.

- To maintain and update a personal training programme to increase your product technical knowledge and management techniques. To ensure continuous improvement of skill and procedures.

- To fully participate in the "We are Mercedes-Benz" programme maintaining the Company mission statement ensuring your actions are in the best interest of the Company and its customers.

- Self-Development: Taking personal responsibility for learning & development through a process of assessment, reflection & actioning. This can include both on and/or off the job training. This also includes the sharing of learnings with Team.

Critical Knowledge:

Project planning and execution
External auditing
Accounting and Auditing principles
Information systems relevant to Commercial Vehicles
Risk management
Knowledge of SAP

Skills:

Time management
Establish relationships
Decisiveness
Assertiveness
Project management
Analytical
Judgement
Verbal and written communication
Problem Solving

Attributes:

Accuracy
Attention to detail
Corporate values
Initiative
Process orientation
Work independently
Perseverance/Tenacity
Emotional intelligence

Experience:

3-5 years' experience in AfterSales environment

Mercedes-Benz South Africa is proud to be an equal opportunity employer. All qualified applicants will be considered, however the following will apply:
- Foreign nationals must qualify for a work visa/permit as per the provisions of the Immigration Act 13, 2002.
- Division's Employment Equity Plan in terms of the Employment Equity Act, No 58, 1998.
- Code of good practice on the employment of people with disabilities.
Only applications submitted online www.mercedes-benz.com/careers or www.daimler.com/career will be considered. Applications sent by email WILL NOT be considered. Email address provided for query purposes only.

IMPORTANT: For an optimal selection process, please attach all relevant documents.

Closing date is 31 May 2017.

Qualifications

Matric/Grade 12 + Degree or National Diploma in Sales and Marketing or relevant equivalent qualification.

Desired profile

Qualifications

Matric/Grade 12 + Degree or National Diploma in Sales and Marketing or relevant equivalent qualification.