Customer Service Manager - New Zealand

Job Title: Customer Service Manager (CSM) New Zealand

Status:   Permanent

Department:  Aftermarket

Location: NZ

Date Prepared: 3rd Sep 19

Reporting To:  Senior Customer Service Manager

JOB PURPOSE

As Customer Service Manager, you will be responsible for the overall resolution of customer queries, and will work closely with sales and aftermarket to increase sales of Optare products at an acceptable profit margin, including parts, service, training and contract maintenance.

You will be field-based covering the New Zealand out of an office in Wellington and will report to the Sherburn office.

DUTIES AND RESPONSIBILITIES

  • Management of customer accounts and contracts in the allocated geographical area; acting as a liaison between the customer and the relevant Optare departments

  • Responding to customer enquiries and taking appropriate action, ensuring that the customer’s requirements are satisfied

  • Addressing issues raised, either recommending and implementing solutions or feeding back the issues to Optare or suppliers for resolution via the CCR process. Actively examining the applicable processes within the departments, seeking changes to streamline or improve the accuracy of information and administration, where necessary

  • Assisting in the creation of Service Level Agreements ensuring these are adhered to by the customer and internally

  • Taking responsibility for the introduction of new projects and initiatives to improve the service that we offer and prevent repeat occurrences of problems or issues

  • Identifying current and potential customers, providing the relevant departments with details on potential leads, such as, new vehicle sale

  • To be aware of, and identify products, which would complement the business and bring financial benefits to the organisation

  • Collate and analyse data to provide insight and create recommendations to improve standards and drive best practise

  • Providing new and existing customers with access to operational and technical information in order to maintain and correctly operate the range of vehicles; ensuring fully conversant in current technical developments, especially where these relate to the operation and maintenance of the Optare product

  • Continually keeping under review the spend in the respective regions

  • Creating corrective actions for any lower performing accounts/contracts

  • Investigate invoice queries and recommend effective resolution, implementing systems in order to reduce the queries, where necessary

  • Regular completion of customer visit reports to ensure that customer information is up dated accordingly

  • Be actively involved in the Optare marketing process, when requested

  • Ensure our business and commercial activities, and that of our Customers, are kept confidentially within our operating Group

  • Other duties as deem appropriate

ESSENTIAL /DESIRABLE REQUIREMENTS  INCLUDING REQUIRED QUALIFCATIONS

  • Previous experience in a business to business customer facing role – aftersales automotive industry and technical knowledge of vehicles advantageous

  • Able to discuss and negotiate agreeable solutions to customer problems – familiar with challenges associated with providing excellent customer service

  • Excellent communication skills

  • Able to manage time effectively

  • Proficient in MS packages (word, excel, powerpoint, outlook)

  • Knowledge of Health and Safety legislation and working practices

  • Full driving license

BEHAVIOURS

  • Results motivated and a tolerance to deal with change

  • Customer focused - proactive attitude to resolve customer issues and initiate actions

  • Building relationships – with all stakeholders

  • Decision making