Part Sales Coordinator, Not Specified, Finning (ireland) Ltd

Ireland, Not Specified
Published 2023-01-25
Expires 2023-02-25
ID #1361418908
Part Sales Coordinator, Not Specified, Finning (ireland) Ltd
Ireland, Not Specified,
Published January 25, 2023

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Part sales coordinator

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Finning (Ireland) Ltd
Number of Openings:
Worker Type:
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. Being the voice of parts direct by answering all incoming calls, listening to our customer needs and deciphering the best route for the call to take. Including professional call handling and effective customer conversations. Also to drive the channel shift of customer contact options, looking for opportunities to cross sell and upsell Finning services and parts.
Job Description:
Major Job Functions:
Provide best in class service for a seamless transaction, ensuring that you deliver an excellent customer experience that earns loyalty. To achieve 80% NPS score by consistently answering 95% of customer calls within 20 seconds and responding to emails within a 2 hour window. (50%)
Fully engage with customers on every call to ensure that we understand what the customer needs, and successfully identifying the right route for the call to take - actively and effectively transferring each call to Call level II and Call level III Advisors. (20%)
Actively drive customer contact channel shift, identifying which customers would benefit from PCC and or CUBIQ channels to enable instant access to update information, and to actively cross sell and upsell other Finning Parts & services. (20%)
Promote Parts Direct internally and externally and utilise all promotional materials to discuss with the customer and pass warm leads onto the Call Level I & Call Level II advisors. (10%)
Specific Skills:
Customer service and relationship building skills
Ability to handle volume calls in a professional customer focused manner - ability to multitask
Influencing, looking for upsell and cross sell opportunities
Strong sense of care for our customers, ensuring they receive the best experience from the Parts Direct team
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)
Knowledge of or an interest in mechanical components and functionality (Caterpillar Knowledge desirable)
Awareness of parts supply chain processes
Customer service provision to circa 5000 Parts Customers and the delivery of NPS score of 80%. Call answering of 95% of calls answered within 20 seconds, email response within 2 hours(SLA's)
Develop product and service knowledge through attendance of available designated training
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
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 loyalty
Education & Experience:
Customer service experience
Understanding of the Engineering and Power Industry
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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