Parts Advisor

Position Summary

The main purpose of this role is to ensure that all parts orders which are queried with the team reach their respective dealers in the quickest timeframe possible.

You will handle e-mails and queries from the CRC & Dealerships, providing a high quality, responsive and consistent service, thus promoting positive customer relationships for the client.

You will have team and individual targets to encourage pro-active completion of the department’s targets

Excellent customer service and the development and maintenance of customer relationships are an integral part of the role along with ensuring the parts are expedited as necessary with consistent updates on the process along the way.

Duties and Responsibilities

• Learn and interrogate the numerous systems available to ensure that all queries are answered with best and most up-to-date information.

• Refer any urgent issues to the next level of escalation, recognising and ensuring that critically urgent cases are handled as such.

• Be responsible for handling any type of query that comes into the teams generic email inbox.

·Reviewing and approving / rejecting requests for vehicle hire and ensuring a case meets all the stringent criteria before deciding to approve

·Taking ownership of any ongoing vehicle hire case, managing the case through to conclusion and ensuring it is escalated to the highest level, ensuring to minimise hire spend as much as possible.

·Reviewing incoming ‘down-time’ alerts, ensuring they’re given accurate information and escalated as necessary.

• Case manage the down-time alerts so dealerships receive updates from start to finish on the journey of the part.

• Monitoring limited stock situations to ensure the stock is allocated to our oldest or most urgent cases, preventing the escalation of cases as much as possible.

• Be receptive to receiving new training or process changes to stay abreast of any changes within the parts supply and logistics network.

• Working closely with the Ford client and other Ford employees to come to a mutually beneficial solution for all parties.

·Raise in-depth quality checks to our depots in both Daventry and Germany so that the condition of parts can be checked if requested by a Ford dealer, feeding back to these dealers at the conclusion of these said checks.

• Adhere to company policies and procedures

• Follow all health and safety rules and regulations

• Other duties or projects as assigned by Team Leader / Operations Team

Experience

• Entry level experience in customer relations or contact centre

• Entry level user of MS Desktop applications and MS operating systems and office suite(Word, Excel, Access, PowerPoint, Outlook)

Education

• Educated to GCSE level in English language or equivalent.

Skills

• As part of our team you will need to share our passion for the business and outstanding customer care

• Strong communication skills, able to identify, confirm and action customer requirements

• Excellent grammar and articulation, use of language

• Understanding of excellent customer service

• Desire to deliver high quality of service and conscientious attitude

• Understanding of the benefits of a team environment

• High attention to detail

• Ability to use multiple computer systems to source information