Specialist Purchasing Support Advisor

ALD Automotive Group Ltd
16 Jun 2019
30 Jun 2019
Contract Type
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

  • 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

  • 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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