Workshop Administrator

Job details

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Job type

Permanent

Location

East London, Eastern Cape

Full job description

1. Purpose

To administer the rental process and maximize revenue by serving and supporting the customer through telephonic gathering of data and providing expert advice, to provide quotations and follow up support and administer the rental process.

To coordinate with technicians to ensure machine uptime and availability and to coordinate with drivers to deliver and collect rental equipment efficiently.

To ensure accurate and timely delivery of customer invoices and statements and collection of customer’s debtors book.

2. Key performance areas

1. Hire Desk Trading
2. Logistics Coordination
3. Service and Maintenance Administration
4. Commercial Administration

3. Role

The incumbent is responsible for the following:

Performance Area

Responsibility

Hire Desk Trading

1. Issue credit applications, ensure data completeness and return to Head Office Administration for account conversion.
2. Create, send and convert customer quotes.
3. Ensure customers understand Terms and Conditions of hire.
4. Ensure the accuracy of delivery venue and rental details.
5. Follow up on queries, quotations and current orders.
6. Manage rental off hires.
7. Communicate with and assist Sales Reps where necessary.
8. Improve Net Promoter Score (CSI).
9. Ensure company policies and procedures are adhered to within the branch.

Logistics Coordination

1. Plan deliveries and collections as per customer request.
2. Communicate delivery and collection plans with drivers.
3. Ensure the vehicles (trucks and bakkies) are inspected daily.

Service and Maintenance Administration

1. Plan and distribute job cards.
2. Ensure maintenance cycles are correct and maintained.
3. Ensure customer is informed regarding breakdown progress and query resolution.
4. Plan technicians so SLA’s on breakdowns and maintenance are avoided.
5. Record items, hours and counter readings from job card.
6. Raise purchase requisitions and communicate purchase order numbers with suppliers as well as follow up on outstanding payments.
7. Order spares as per minimum stock levels.
8. Monthly stock take of technician vans as well as main warehouse.
9. Ordering and issuing of PPE.

Commercial Administration

1. Follow up on expiring customer purchase orders.
2. Manage COD orders and pro forma invoices.
3. Daily (anniversary) and monthly invoicing - ensure the correct rates and dates are billed to minimize credit notes.
4. Ensure that the customer receives all outstanding invoices timely.
5. Manage the debtors book and attend to customer requests and queries.
6. Allocate payments to accounts.
7. Mitigate risk by identifying problematic accounts and blocking these accounts from trade.
8. Visit customers immediately should a customer account fall into arrears status.

General

1. To ensure that a professional image is always projected.
2. To ensure that the quality of service that Eazi Access Rental provides and the satisfaction of its customers are treated with the utmost importance at all times.
3. To ensure that all duties within the branch are carried out safely and in accordance with all company and legal requirements.
4. To ensure that confidentiality in all Eazi Access Rental matters is maintained.

8. Skills and Education

1. Advanced telesales
2. Develop and maintain strong customer relationships
3. Able to communicate, verbally and in writing, in both English and Afrikaans.
4. Lead customer conversation to advance the sales function
5. Strong planning and coordination skills
6. Ability to delegate delivery and collection instructions to truck drivers
7. Strong planning, coordination and prioritization skills when dealing with services, training and customer breakdowns.
8. Always keep safety as highest priority
9. Ability to delegate breakdowns and training to technicians
10. Maintain costs according to approved budget
11. Cash collection know-how.
12. Customer care.
13. Methodical, consistent and thorough approach to working on a debtors age analysis.
14. Ability to allocate and reconcile an account.