Senior Specialist: Business Development Aftersales Importer
Automotive, Retail
Minimum Requirements
- Bachelor`s Degrees and Advanced Diplomas with NQF Level 07
- Industry legislative compliance/ knowledge
- Conduct research and gather data to provide input to operational reporting and decision making processes
- Conduct research to identify new opportunities/technologies which could result in better operational processes
- Define standard operating procedures (SOP's)
- Provide expertise to identify and develop solutions to improve quality of processes and services
- Provide specialist advice to enable planning for value added process improvements, initiatives and services
- Analyse commercial performance of the service and parts department relative to set KPI’s and where necessary, together with the dealer, develop improvement plans
- Analyse the customer satisfaction index (CSI) performance and to assist, design and manage the implementation of action plans to achieve the CSI objectives
- Ensure and monitor compliance to any current recall campaigns
- Ensure that the correct operational tools and processes, as defined by the OEM, are in place and employed
- Ensure that the dealer adheres to the Aftersales standards relative to service, parts and customer care
- Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage related to materials or equipment
- Drive service and parts sales profitability and turnover at dealer level
- Manage the Goodwill and mobility expenditure within budget
- Deliver services that creates a culture which aims to exceed customers' expectations in all aspects of the business
- 3 - 5 years experience in a similar environment
- Provide support and contribute to a culture of customer service excellence that builds relationships with customers and meets and exceeds exceptional service
- Build a strong appreciation of customer needs, ensure understanding and make recommendations to improve customer interaction and overall satisfaction
- Manage the resolution of customer concerns at OEM or dealer level
- Own and live up to company values
- Participate in forums that positively contributes to knowledge improvement
- Provide advice and support with the management of change and offer operational support where required
- Provide expertise, participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management
- Identify skills gaps and recommend training needs
- in a similar environment
- GENERIC JOB OUTPUTS
- PROCESS AND GOVERNANCE
- CLIENT/CUSTOMER
- Provide support and contribute to a culture of
- gaps and recommend training needs
- Minimum Experience
- Minimum Qualification
Responsibilities
- Provide expertise, advice and support to the dealer network in terms of Aftersales functions and methods to assist the dealer in achieving performance objectives according to OEM standards
- Build a strong appreciation of customer needs, ensure understanding and make recommendations to improve customer interaction and overall satisfaction
- Manage the resolution of customer concerns at OEM or dealer level
- Own and live up to company values
- Participate in forums that positively contributes to knowledge improvement
- Provide advice and support with the management of change and offer operational support where required
- Provide expertise, participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management
- excellence that builds relationships with customers and meets and exceeds exceptional service
