Customer Service Executive

2 days ago

Peterborough, United Kingdom Mercedes-Benz Intercounty Truck & Van Ltd Full time

Customer Service Executive - Peterborough - £23,000 to £25,000

Intercounty Truck & Van Ltd has been operating as a Mercedes-Benz franchise for 20 years covering the five counties of 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 it’s 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 an experienced Customer Service Executive to join the team at Peterborough

- As a Customer Service Executive, you are an integral part of the Service Team.
- Your role is to be the professional ‘manager’ of our customer-centric service.
- 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 key contribution to the success of the aftersales operation.
- You are able to provide information on Mercedes-Benz Vans services and products and respond to queries about service-related topics.

**Responsibilities**:

- Active review of planned work to ensure customer readiness.
- Pre-call and Check-in of vehicle, including reviewing customer and vehicle data.
- Confirm the key customer contact and preferred communication method.
- Establish scope of repair and maintenance, gaining customer approval where required and ensuring there is authority to pay and the account is not on stop.
- 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, and update 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 a service industry with high customer expectations.
- Experience in customer contact and customer support.
- Experience in an automotive service operation or in a comparable role within the service sector.
- Basic technical knowledge and an understanding of service and parts.
- Basic knowledge of commercial vehicles and connected vehicles.
- Some understanding of compliance associated with Heavy Goods Vehicles.
- Basic computer skills as well as general business knowledge.

**Salary**: £23,000.00-£25,000.00 per year

Supplemental pay types:

- Bonus scheme

Work Location: In person

Reference ID: ITV109

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