Parts Direct Customer Service Executive

3 weeks ago

Inverness, United Kingdom Finning International Inc. Full time

Company:
Finning (UK) Ltd

Worker Type:
Permanent

Position Overview:
Delivering on Finning’s commitment to providing a consistent outstanding level of customer experience throughout the parts order process through all parts channels, the Customer Service Executive will play a vital role in the Parts Direct sector here at Finning.

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:

- 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.
- 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.
- 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.

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
- Agile, adaptable and flexible in a dynamic environment is key to ensure the success of Parts Direct
- Strong sense of care for our customers, ensuring they receive the best experience from the Parts Direct team
- Excellent listening and communication skills are essential
- 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)
- Ability to navigate and update a CRM Sales System

Knowledge:

- Knowledge of or an interest in mechanical components and functionality (Caterpillar Knowledge desirable)
- Awareness of parts supply chain processes
- Previous call handling experience but not essential

Accountability:

- 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
- Educated to GCSE standard
- Understanding of the Engineering and Power Industry

IND1

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.

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