Mercedes-benz Customer Service Executive

2 weeks ago

Boston, United Kingdom Intercounty Truck & Van Ltd Full time

Intercounty Truck & Van Ltd has been a successul Mercedes-Benz franchise for 20 years, covering Northamptonshire, Cambridgeshire, Buckinghamshire and Bedfordshire with dedicated commercial vehicle dealerships to support our customer base.

Our technicians, sales teams and back office support all share the same goal; to deliver an unrivalled customer experience, adding value through our products and services. Whether you run a single van or hundreds of trucks, Intercounty has the expertise across a diverse customer portfolio to offer the best service.

We currently have an opportunity for a Customer Executive at our Boston Depot.
- As a Customer Executive, you are an integral part of the Service Team.
- Your role is to be the professional 'manager' of the customer-centric service process.
- You are in direct contact with the customer and you are the skilled interface between them and the workshop, to deliver our customer promise.
- You have a significant impact on customer satisfaction and make a considerable contribution to the success of the aftersales operation.
- You are able to provide information on Mercedes-Benz Commercial vehicle services and products and respond to queries about service-related topics.

**Responsibilities**
- Active review of planned work to ensure customer readiness.
- Check-in of vehicle, including reviewing customer and vehicle data for completeness.
- Confirm the key customer contact and preferred communication method.
- Establish scope of repair and maintenance, gaining customer approval where required.
- Ensure that a visual inspection is performed and an automatic quick-test to establish the status of the vehicle.
- Explain and hand-over the Workshop Order to the Workshop Controller.
- Monitor the repair status and clarify additional repair services.
- Create basic cost estimates and invoices, including updates of Digital Service Records.
- Provide proactive customer updates using the preferred communication method.
- Co-ordinate the pickup date, time, method and location with the customer.
- Return the vehicle to the customer, including explanation of work carried out.
- Ownership of job packs and associated documentation.

**Desired Experience**
- Experience working in automotive or a similar operational service industry involving high customer expectations.
- Customer facing experience
- Experience in customer contact and customer support.
- Experience in an automotive or comparable role within the service sector.
- Basic business knowledge
- Interest in cars/trucks/automotive useful but not essential
- Good computer skills as well as general business knowledge.

**Job Types**: Full-time, Permanent

**Salary**: £19,000.00-£23,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
- On-site parking

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Work Location: In person

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