Customer Support Representative

Saudi National | Customer Support Representative | Al Futtaim Automotive | FAMCO

Overview of the role:

The CSR is responsible for ensuring all clients who purchase Volvo & other Equipment from Famco are offered the full range of parts & service support available from the Company. The CSR is charged with maximizing opportunity for sales of all Company products’ Parts & Services while working closely with other Company personnel. Be the first point of contact between the customer and the branch aftermarket personnel. Manage all requests for parts & service and, once secured, manage the information flow to the customer whilst ensuring that the parts supplied and work is carried out in accordance with the customer’s requirements. The role is a key one in the branch Aftermarket Dept. and the incumbent is expected to take part in a range of department planning and strategy activities.

 

What you will do:

• Effective customer coverage in the sales territory is achieved. (by maintaining a CRM-based coverage plan if applicable)
• Maintain Knowledge of customers” needs and buying trends through
• Regular field calls. An average of 4 – 6 calls a day is expected.
• Develop and maintain a customer call schedule.
• If applicable using CRM with a target of 30% of the shop service
• Work being created through your CRM „Opportunity‟ schedules.
• Identify and develop new accounts through active prospecting and
• Follow up.
• Where practical, attend all new machine delivers. Offer PM contracts and to explain all P&S offerings such as CSA’s – CAP Care Track etc.
• Monitoring each customer’s parts and service requirements to ensure that all jobs and parts deliveries are completed on time in accordance with customer requests and that all changes are reported to the customer as soon as practicable.
• Work with customer and branch staff to maintain good customer relations. This may include assisting in the resolution of any disputes.
• Attain budgeted sales volumes, gross profit and market share targets:
• Promote to staff and customers a professional image and ensure the delivery of differentiated service and quality repairs based on accurate technical advice, sound product knowledge and efficient parts delivery.
• Identify sales opportunities with territory and ensure timely calls, presentation, quoting and follow-up to achieve good market share of the available FAMCO service and parts business.
• Target the major sales areas of undercarriage, GET, Engine and Power-train using support programs such as Oil Sampling and More Care Inspections Matris to ensure every opportunity is taken to secure parts and labor sales.
• Work with Head office Technical and Support staff to identify business opportunities within the customer base and to present an appropriate sales solution to the customer.
• Work with branch Service Manager to prepare and present estimates and/or service quotes to all customers in the territory.
• Maintain a high level of professionalism and personal presentation in accordance with Company rules and standards:
• Ensure the customer information for your territory is kept up to date in accordance with database guidelines.
• Ensure your company vehicle is kept a clean and tidy condition at all times and all other company property is maintained in good working order.
• Report incidents (including serious harm) and complete documentation according to the Health & Safety procedure.
• Hazards are reported to either area Health & Safety Rep or
• Health & Safety Manager.
• Participation in any rehabilitation that is required.
• Wear PPE as required by the area.
• Individuals take ownership for their own and their safety within the work environment and actively participate in the Health &
• Safety program.
• Make quality an integral part of all work practice by:
• Ensure that high quality is an objective which all employees
• Consider to be paramount. “ done right, done well, done once”.