customer service manager
Responsibility
- delivery of the agreed parts sales volumes targets for all truck brands
- drive engagement with Customer Satisfaction programmes. Use direct customer feedback and individual action plans to improve customer satisfaction
- about us
Show more +13 - this role is to cover a geographical area of North of England
- resolve escalated customer issues on-behalf of the MBTUK management team
- more about the role
- drive, challenge and support our network partners to achieve their agreed annual targets and aspirations
- you will take ownership of issues and work with our network partners in order to retain customers
- ensure network partners engage with MBTUK customer service initiatives and marketing programmes for all areas of the CS&P business. This will involve delivery of the Bonus Model programme objectives as defined annually
- you will have responsibility to manage Goodwill spend within the target level
- support the relationship development of non-KAM customers through an agreed programme of pro-active customer visits with the management of each of the partners in district of responsibility in order to drive an increase in retention, workshop visits and parts sales for each customer visited
- the Mercedes-Benz brand is a synonym for top-class product and service quality, cost-effectiveness, reliability, and sustainability, as summed up by the slogan “Trucks you can trust.” Repeatedly, the pioneering spirit at Mercedes-Benz Trucks has generated ground-breaking innovations, from autonomous driving to active and passive safety systems
- drive the engagement with and usage of the business intelligence reporting and sales analysis tools that are available to our network partners to achieve profitable growth
- about you
- track and challenge defined network standards and training requirements of our partners. Work with partners to develop personal training plans and certification pathways to meet all training standards
- as our Customer Service Dealer Development Manager, you will challenge and support the Mercedes-Benz Trucks Authorised Repairer network within a defined district to deliver a consistent and industry leading customer experience with sustainable profitable growth for both the network and MBTUK whilst achieving the key MBTUK targets
Requirements
- customer Focus - A commitment to customer satisfaction
- results Orientation - The ability to identify actions necessary to complete tasks and obtain results
- goal Achievement - The overall ability to set, pursue and attain achievable goals, regardless of obstacles or circumstances
Show more +9 - problem Solving - The ability to identify key components of a problem to formulate a solution or solutions
- interpersonal Skills - The ability to interact with others in a positive manner
- influencing Others - The ability to personally affect others’ actions, decisions, opinions or thinking
- accountability for Others - The ability to take responsibility for others' actions
- empathetic Outlook - The capacity to perceive and understand the feelings and attitudes of others
- conflict Management - The ability to resolve different points of view constructively
- self - Management - The ability to initiate tasks, prioritise and sustain momentum without external stimulation
- experience of service & parts leadership within B2B and B2C environments would be advantageous
- experience of field management in a commercial environment would be advantageous
Benefits
- mobile phone
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