Senior Parts Advisor

6 months ago

Dungannon, United Kingdom Donnelly Group NI Full time

Here at Donnelly Group we are recruiting for a motivated Senior Parts Advisor to join our award winning Jaguar Land Rover retailer of the year team, at our Dungannon showroom.

**About The Role**

The Senior Parts Advisor will play a crucial role in supporting our dealership's parts operations and customer satisfaction, working with colleagues across the Retailer to plan and maximise parts sales and to deliver an outstanding customer experience, following the Jaguar Land Rover Service Experience Framework (SEF) and Customer First Principles.

Provides support and coaching to other members of the Parts team.

**Key Responsibilities**

This role involves various responsibilities related to customer relationships, stock management, supporting the workshop, trade sales, teamwork, and providing support and coaching.

**CUSTOMER RELATIONSHIPS**
- Talks to customers face to face and over the telephone to build rapport and understand their requirements
- Takes the opportunity to develop the conversation with the customer to find out more about them and develop the relationship. Where possible, recognises returning customers and builds on previous conversations to personalise the interaction and make them feel special.
- Uses a good understanding of the customer’s needs and JLR vehicles to guide them towards the part(s) that will best meet their needs and be easy to do business with. Recognises linked components and advises the customer accordingly to maximise the parts sales.
- Sells the benefits of genuine JLR parts and explains Parts Warranty to customers to secure their business and upsells any additional parts to ensure warranty is activated.
- Quotes prices and availability of JLR parts to customers providing the information in a way which is clear and transparent (e.g. fully fitted price)
- Uses conversations with customers to spot and develop opportunities to sell additional products i.e. parts or accessories or services and current promotions (e.g. trade opportunities) to meet their specific needs

**STOCK MANAGEMENT**
- Uses the JLR Electronic Parts Catalogue to obtain parts information as required
- Monitors and maintains agreed stock levels of parts and accessories, using the Keyloop DMS system to make sure we are optimising our stock levels and maintaining our stock within current KPI’s.
- Order parts for retail and trade customers making sure we are following Donnelly Group process i.e. taking payment for parts that are not in stock.
- Liaising with the service team and ensuring parts are ordered in a timely manner and back orders and payment requirements are adhered to as per Donnelly Group processes.
- Ensuring all parts and accessories are correct as from the paperwork from the supplier
- Ensures all parts are correctly stored and located and that appropriate housekeeping standards are met and KPI’s are achieved
- Learns and understands the Jaguar Land Rover Parts Returns policy and returns any unwanted or faulty parts in accordance with the policy
- Recognises obsolescent stock in line with Donnelly Group and Jaguar Land Rover guidelines and brings it to the attention of the Parts Manager.
- Completes all relevant administration promptly and accurately

**SUPPORTS THE WORKSHOP**
- Ensures Technicians have the parts needed to carry out scheduled work (e.g. by reserving parts for booked work and pre-picking in advance), to be dependable and support colleagues to deliver an outstanding customer experience
- Organises activity to minimise Technician waiting time (e.g. by pre-picking and delivering parts to the Workshop)
- Keeps the Service team informed of parts deliveries, so that they can rebook a customer’s vehicle for outstanding work to be completed to improve the customer experience and minimise parts stock holding

**TRADE SALES**
- Delivers prospecting activity under the guidance of the Parts Manager to establish new Trade Sales opportunities
- Works with Trade customers to understand their requirements, outline the offer and manage objections
- Agrees the sale, working within JLR Retailer pricing and discounting guidelines
- Organises deliveries to Trade customers (by a Parts Delivery Driver)

**TEAMWORKING**
- Uses an understanding of the key Parts department KPIs to manage own performance and contribution to the team
- Takes a proactive approach to identify any recurring problems which affect the customer experience and raises these with the Parts Manager. Supports projects to deliver continuous improvement to ways of working

**PROVIDES SUPPORT AND COACHING**
- Provides support to Parts colleagues to help them deal with complex or unusual situations (e.g. explaining a complex vehicle component to a customer, or dealing with a customer who is angry or upset)
- Coaches Parts colleagues to help develop their knowledge of Jaguar Land Rover products, technologies or systems, or their customer-handling skills
- Supports the Parts Manager with some aspects of team development e.g. the ment

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