Specialist Purchasing Support Advisor

Recruiter
ALD Automotive Group Ltd
Location
UK
Salary
Competitive
Posted
16 Jun 2019
Closes
30 Jun 2019
Ref
1166796139
Sector
Retail
Contract Type
Permanent
Hours
Full Time
As a Specialist Customer Support Advisor, you'll provide high quality administrative and process support, working collaboratively with our 1st Line Care, 2nd Line Specialist and Telesales & Retention teams to deliver a market leading customer experience.

Through developing knowledge and expertise, either within one of a number of specialist teams, such as this opportunity within 'Vehicle Order Management' or in a more general support role, the Specialist Customer Support Advisor ensures that all allocated processes are completed accurately and to a high quality.

The Vehicle Order Management team manage the ordering and delivery of vehicles by building strong relationships with the dealer network. We use Ebbon-Dacs to process the orders with the Dealer who will then update us, as and when there are changes to an order, such as an amendment to a lead time so we can inform our customer in a timely manner. They also ensure that any problems that arise during the process are resolved in a timely manner and to the satisfaction of our customers

Key Responsibilities

Specific
  • Checking customer requirements and creating order requests within our internal fleet management system
  • Uploading orders to the appointed Dealer - requiring outstanding attention to detail to ensure the correct vehicle is ordered at the correct price
  • Communicating with customers ensuring any changes to an order are communicated promptly.
  • Sending/ Relaying order confirmations to customers for order and delivery
  • Liaising with dealers for stock availability, test drives and order updates
  • Responding to emails from various stakeholders throughout the business

General
  • To provide expertise in delivering key administrative or process tasks accurately and to a high quality standard to support delivery of Market Leading Customer Experience.
  • To develop knowledge and expertise in relation to products, process and systems to enable maximum effectiveness in role
  • To work closely with colleagues across 1st Line Service and Field Sales teams to develop a strong understanding of the specific needs of the Customer to ensure we deliver to their requirements
  • To take ownership of Customer issues arising, working collaboratively with colleagues across various teams to ensure swift resolution for the Customer
  • To be proactive in communicating and collaborating with colleagues across ALD to ensure administrative and process tasks are completed accurately and to agreed SLAs
  • To be proactive in spotting opportunities and driving improvements to simplify our processes, making things easier for our people and our customers
  • Ensure that all actions undertaken meets our TCF (Treating Customers Fairly) obligations and where issues arise that these are flagged to the Customer Support Leadership team.
  • Act responsibly at all times, including ensuring compliance training is completed to time, documentation is completed in a compliant fashion and procedure manuals kept up to date.

Essential skills & experience
  • Effective verbal and written communication
  • Strong numeracy skills
  • Effective problem solving
  • Attention to detail
  • Strong understanding of Microsoft Office Excel including Word & Excel
  • Previous experience within a Customer Service environment

Desirable skills & experience
  • Experience within an Automotive industry, such as a dealership, car rental or leasing company
  • Process improvement experience

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