Automotive Parts and Spares Customer Experience Representative

Customer Experience Representative – Automotive – Boksburg / Jet Park

Reporting to the Customer Service Manager, the ideal candidate would be someone from the automotive industry with strong knowledge of working with automotive parts and who understands the various vehicle platforms and the interchangeability of parts between different manufacturers.

Types of P&A:

• Power train auxiliary systems
• Water pumps
• Various bearings (clutch, wheel, release, transmission, etc.)
• Drive shafts
• Steering and suspension systems
• Springs
• Power train drive lines
• Specialist tool kits
• Lubrication and applicators

Job Purpose:

• Ensuring an unbeatable customer service through effective and efficient support to the business in support of achieving the business goals.
• Actively support the Automotive sales team in driving sales targets.
• Close management of customer order book to support customer requirements.
• Proactively meet all customer expectations with detail, accuracy, manage customer enquiries, manage all demand chain related tasks of customer portfolios and perform any other ad hoc customer service-related tasks in line with the business strategy.
• Take part in leads and opportunity generation for sales and sales campaigns.
• Knowledge of the company automotive products and range.

Duties:

• Planning, organising and controlling all customer-related activities within the scope of the position.
• Proactive management of customer enquiries and close follow-up.
• Proactively manage the company’s order handling process including order book management.
• Deal directly with customers either by telephone, electronically or face to face.
• Identify customers' wants and needs and respond promptly to customer enquiries.
• Handle and resolve customer complaints; obtain and evaluate all relevant information to handle product and service inquiries.
• Provide pricing and delivery information; perform customer validations; set up new customer accounts.
• Organise workflow to meet customer timeframes.
• Direct requests and unresolved issues to the designated resource; manage customers’ accounts.
• Keep records of customer interactions and transactions (quotes, orders, etc.).
• Record details of complaints (CCP database).
• Manage customer complaints including corrective actions.
• Prepare and distribute customer back order reports; manage administration.
• Communicate and coordinate with internal departments.
• Follow up on customer interactions; drive and support Web Customer Link (WCL).
• Actively support sales force in driving sales targets.
• Pricing of customer orders; price and quotation management and follow-up.
• Any other ad hoc requirements needed by the company.
• Lead and participate in quality improvement practices.
• Continuously improve to increase efficiency and productivity.

Minimum requirements:

• A minimum of 5 - 7 years of proven customer service, planning, and administration experience within a multi-national and industrial sales environment.
• Matric essential; relevant tertiary qualification advantageous.
• Extensive automotive industry/autoparts experience.
• Experience working in an international environment with respect to customer service, service planning, and administration.
• Ability to analyse and interpret relatively complex data in a logical manner.
• A thorough understanding of vehicles and vehicle platforms.
• Keen interest and understanding of the independent automotive landscape.
• Extensive knowledge of IT systems.
• Extensive knowledge of Company Automotive Products.
• Knowledge of customer service principles and practices.

Salary offer: R400K – R450K with benefits per annum dependent on experience.