We are recruiting for a Van Uptime Coordinator to join the team here at our Mercedes-Benz Van dealership located in Knowsley!
In this busy and important role you will be a main point of contact for our customers in relation to any service queries or requests. Your main responsibilities will be the booking and quality of the entire preparation and planning process for enquires across multiple communication channels. You will work closely with the parts warehouse and workshop, as well as the Sales and Accounts team to ensure we deliver the highest standard of work and customer service to drive repeat custom.
If you thrive in a fast-paced environment and have a passion for providing first-class customer service, we would love to hear from you.
Package Details:
• Competitive salary, depending on experience
• Based onsite in Knowsley
• 45 hours per week, Monday - Friday, 07:00 – 17:00, with 1 in 5 Saturday mornings on a rota basis
• 23 days’ holiday each year plus bank holidays
• Permanent
Bonus scheme
Benefits:
• Additional leave
• Bereavement leave
• Company events
• Company pension
• Cycle to work scheme
• Discounted car scheme
• Discounted gym membership
• Discounted cinema tickets
• Enhanced maternity pay
• Enhanced paternity pay
• Free eye tests
• Free fruit
• Free menstrual products
• Free on-site parking
• Health Care Plan
• Life assurance
• Long service awards
• Paid volunteer time
• Referral programme
• Sick pay
Key Purpose of the Job:
• Be the first point of contact for the customer in relation to any service queries or requests
• Ensure the accurate booking of and quality of the entire preparation and planning process for enquiries across multiple communication channels
• Mediate between the parts warehouse, workshop, customers and other internal departments
Accountabilities:
• Giving customers a friendly welcome and listening to their wishes, problems and concerns
• Taking bookings and receipt of vehicles to be put through maintenance, repair or accident repair work
• Keeping customers informed of the status of their vehicle, giving comprehensive technical and commercial advice on the extent of work to be done
• Providing cost estimates for repair work
• In the case of legally required inspections, explaining the necessary vehicle tests in a customer-oriented manner
• Liaise with the parts warehouse on stocks of spare parts and accessories
• Compiling initial diagnosis of vehicle with the help of corresponding test facilities
• Recognising symptoms under dynamic test conditions (condition/test-drive)
• Writing advance orders in full
• Together with workshop, parts warehouse and Accounts, determining extent of repairs, costs and deadlines
• Completing worksheets and test sheets relating to the order
• With regard to complex technical problems, co-ordinating activities with the corresponding contacts (Diagnostic/Service Technician, technical hotline, plants, etc.)
• With regard to warranties, coding causes of damage and agreeing extent of technical work required
• Discussing payment with customers and, if necessary, negotiating special prices with Accounts
• Dealing with application to extend the extent of repair work to be carried out, with the approval of the customer (approval, additional costs, changed delivery date, etc.)
• Entering orders, extensions, sketches of paintwork, etc into systems
• Arranging for spare parts, accessories and special tools to be ordered and delivered
• Carrying out final check on vehicles and ensuring the vehicle is in a fit state to be handed over to the customer
• Actively selling customers services via telephone calls and/or in writing
• Placing after-sales information (brochures, catalogues, etc.) and ensuring availability
• Carrying out quality control with respect to vehicles and orders as part of quality assurance
• Giving technical advice and information on product-specific problems to affiliated or co-operating partners
Skills and Competencies Required:
• Previous experience in a customer service environment
• Excellent communication skills
• Enthusiasm and determination to deliver the Mercedes-Benz customer experience
• Strong administration and organisation skills
• Ability to work effectively within a team environment
• Flexible approach to work and adaptable to thrive in a changing environment
• IT literate
• Technical knowledge would be advantageous