Overview
P+S Personnel are pleased to be working on behalf of our clients, who are currently recruiting for a Parts Call Centre Advisor to join their team based in Norwich on a full-time, permanent basis.
Responsibilities
* To ensure related sale parts are offered or sold at all times.
* To ensure accurate identification of customers' needs by means of parts catalogues and computer stock lists.
* To conduct all transactions with customers with the utmost courtesy.
* To ensure that there is an implementation of the discount structure as applicable.
* To ensure that customer satisfaction and customer retention is maximised.
* To create customer confidence in the group by ensuring a professional attitude and performance.
* To ensure the highest standard of courtesy and efficiency in customer contact and communication.
* To assist with any internal or external Sales or Aftersales promotions when required.
Objectives
* Improved Profitability
o To ensure that all required parts for any particular repair or service and additional accessories are offered to customers.
o Ensure that a receipt is received for all relevant issues.
o To ensure customer awareness of all products and services available.
o To carry out promotional work in connection with Group campaigns as directed.
o To ensure authorisation for parts returns are carried out with the correct procedures.
o To ensure that any information processed into the computer is accurate.
o To ensure that any damage or missing stock and customer returns are handled correctly according to Group and manufacturers policies.
o To ensure there is correct pricing to check that suppliers have not changed the agreed amount, and if this occurs that advice is sought from the manager.
* Customer Service and Satisfaction
o To ensure that all customers are shown the utmost courtesy and consideration.
o To ensure the highest degree of efficiency and understanding of all customer requirements.
o To maintain complete customer satisfaction and handle customer complaints effectively to ensure maximum customer retention.
o To ensure that information is updated regularly on the system to ensure the customer information is accurate therefore insuring customer satisfaction.
* Cost Control
o To ensure all parts that require ordering are purchased if possible, firstly from within the group and secondly from stock order.
o To ensure that stock is only issued in accordance with policy regarding payment or charge.
o To guard against unauthorised withdrawal from stock.
o To maintain stock control system.
o To care for stock control, plant and record systems.
o To ensure effective and economic use of delivery vans and courier companies.
o To ensure all work has been carried out as detailed and charged for.
Person Specification
* Smart and well-kept appearance. A Group uniform will be issued and must be worn at all times.
* To be numerate and literate at the clerical level required.
* To understand basic vehicle layout, function and location of parts and part terminology.
* To be able to identify parts by CD ROM, microfiche.
* To have received training in standard stock-keeping system used.
* To use stock control and location equipment.
* Ability to communicate clearly and concisely with customers and other staff members.
* Ability to accurately record all information.
* Ability to receive and register payment for work carried out, accurately and precisely.
* Ability to handle upset customers effectively.
* Excellent telephone techniques. Training may be given.
* Ability to sell additional products. Training may be given if appropriate.
* IT literate. Training will be given on computer systems.
* Customer focused attitude.
* Numerate
Working Hours
* Mon-Fri: 8:30-17:00
* 1 Saturday morning per month paid as OT
Application
If this is a role you are interested in, please apply online ensuring your CV is up to date.
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