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Parts Sales and Customer Service Apprentice

Cannock, Staffordshire
Job Type
7 Sep 2022
Company: Finning (UK) Ltd Number of Openings: 4 Worker Type: Permanent Position Overview: •Deliver on Finning's commitment to provide a consistent outstanding level of customer experience throughout the parts order process through all parts channels; professional call handling, efficient interpretation, managing orders throughout the entire process, speedy dispatch and delivery on time every time and full participation in all sales enquiries with an objective to upsell at every opportunity Job Description: Major Job Functions: Provide best in class service for a seamless transaction, ensuring delivery of an excellent customer experience that earns loyalty (20%) Answering 95% of all customer calls within 20 seconds. To achieve 80% NPS score by consistently answering 95% of customer calls within 20 seconds and responding to emails within a 2 hour window. (20%) Fully engage with customers on every call to ensure that we understand what the customer needs. Identifying the right advisor to transfer each customer call to and ensuring a seamless handover of every call. Ensure quotes are produced promptly and are followed up within 24 hours to maximise the opportunity. Record lost sales accordingly. To actively find opportunities to sell Finning parts and convert quotes into sales using relevant discounts and promotions (35%) Process all orders efficiently and manage them from start to finish, communicate directly with Customers keeping them informed at every step of the process. Locate and organise delivery options for parts supply as required (25%) Promote Parts Direct internally and externally and utilise all promotional materials to maximise growth and upsell at every opportunity (10%) Be an advocate for our E-commerce platform to increase online sales. Be positive, focused and flexible, creating and maintaining a positive growth mindset environment (10%)Competencies: Customer Focus: Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions. Cultivates Innovation: Paying attention to what customers want and need - new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view. Embrace the mindset you and Finning are never done, never satisfied, never standing still. Drives Results: Infusing the team and organizations with a sense of urgency. Creating a culture where organizational performance is always top of mind. Communicating a vision, setting priorities, developing and executing plans that achieve the desired outcome for Finning. Courage: Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect change.Specific Skills: Ability to develop end to end parts order processing skills Customer service and relationship building skills Ability to handle volume calls in a professional customer focused manner Influencing, upsell at every opportunity Closure, ask for the sale Agile, adaptable and flexible in a dynamic environment is key to ensure the success of Parts Direct Strong sense of care for our customers, ensuring they receive the best experience from the Parts Direct team Excellent listening and communication skills are essential Ability to record accurate data essential Results Aware, driven with the ability to hold self-accountable to contributing to company targets IT skills, Good ability with Microsoft packages and competent in the use of current Finning business systems (desirable) Ability to navigate and update a CRM Sales SystemKnowledge: Knowledge of mechanical components and functionality Knowledge and/or awareness of the Retail environment and customer servic Previous call handling experience but not essential Minimum of 2 years comprehensive training & development in this role in preparation for future career opportunities into Parts Direct Executive and succession planning in our Aftermarket businessAccountability: Accurate processing and fulfillment of customer orders from start to finish Accountable for daily sales targets that contribute to £1m sales each month, customer service provision to circa 5000 Parts Customers and the delivery of NPD score of 80%. Call answering of 95% of calls answered within 20 seconds, email response within 2 hours(SLA's) Resolve any customer disputes to maintain positive customer relationships Develop product and service knowledge through attendance of available designated training Drive smart sourcing utilisation to achieve On Time In Full (OTIF) target through increased levels of parts shipped direct to customers Responsible for the customer experience generated from parts sales through Parts Direct and delivering on Finning Commitments Embrace the corporate appearance and marketing of Parts Direct Ensure full compliance with health, safety and environment and quality regulations Growth in parts OTC sales, both revenue and % of total OTC sales through Parts Direct Drive an increased % contribution of the total parts OTC revenue through online sales (Channel Shift) Adhere to CES (Caterpillar Export Services) processes Customer calls and orders handled in a manner that exceeds expectations, earning Customer loyaltyEducation & Experience: Experience of working within a customer facing environment Educated to GCSE standard Understanding of the Engineering and Power Industry is preferable.. We are committed to diversity at Finning, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. Finning does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities
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  • Job Reference: 705824062-2
  • Date Posted: 7 September 2022
  • Recruiter: Finning UK & Ireland
    Finning UK & Ireland
  • Location: Cannock, Staffordshire
  • Salary: On Application
  • Sector: Sales & Marketing
  • Job Type: Permanent