Full-Time Dealer Assistance Centre Consultant
Job Description
The DAC Agent role is responsible for answering dealer enquiries relating to GME brand parts and accessories (P&A), warranty, vehicle off road (VOR) and Electronic Parts Cataloguing (EPC) enquiries from GME dealerships and service partners.
The DAC Agent uses the information provided by dealers, predetermined procedures, systems and his/her own experience, to resolve such contacts from dealers.
The role is intended to ensure the accurate and timely handling of such contacts from dealers and thereby increasing customer satisfaction, both with the dealerships and their customers.
Day to Day Duties
Specific duties of the DAC agent role are listed below:
1. Business general day-to-day duties:
• Accurately logging all dealer contacts and tracks contacts using all relevant databases and systems
o Evaluating need for contact escalation and forwards problem contacts according to defined processes
o Interacting on a daily basis with European CAC and TAC staff to facilitate DAC case resolution
o Interfacing with NSC field staff and head office personnel on warranty and policy issues
o Liaising with European parts warehouse, cataloguing and materials management staff to expedite urgently required parts
o Providing continuous feedback to the central and European parts and materials management organisations
o Entering of all parts VOR/Back order into the VOR tracking system for follow up and resolution
o Following up and tracking through the closed loop process of all parts VOR/ back order cases
o Scrutinising and approval/ rejection of all policy replacement requests from in-country dealerships
o Management of local warranty file enquiries and claims corrections
• Reading and researching relevant materials and resources to stay current with all relevant procedures
• Attending meetings for review of issues, assignments, regular discussion
• Performing other related duties, as assigned
2. Customer general day-to-day duties:
• Handling dealer contacts, including incoming telephone calls, emails and faxes relating, but not limited to, processing dealer contacts for Parts back-order, VOR enquiries (tracking and resolution), warranty administration in accordance with KPI requirements
o Understands and applies GME brand policies and empowerment to resolve dealer requests
• Delivering service excellence by efficiently problem-solving and reacting to dealer situations in a professional, polite and clear manner
Minimum Skills
1. Previous Experience
• Automotive knowledge, understanding or demonstrated interest in the industry.
• Demonstrated ability or aptitude to understand and articulate automotive issues and terminology.
• Automotive dealership or similar experience, preferably in parts, warranty or service departments.
• Fluent at business level in the language of the country supported – Germany (both verbal and writing skills).
• Ability to use and understand English as a second language for systems, performance evaluation and training purposes only.
2. Technical Skills
• Ability to operate a Desktop Computer System and possess a familiarity with prevailing operating systems
• Knowledge of Microsoft Word, Excel, PowerPoint and Access applications
• Familiarity with navigating internet/intranet using Internet Explorer
• Demonstrated ability in using communication applications such as e-mail/telephony equipment.
• Ability to learn and manage proprietary and bespoke applications in support of enquiry handling
• Full driving licence required
3. Soft Skills
• Customer Service Excellence – Enjoys direct contact with dealers by telephone and understanding their needs, displays diplomacy, is polite, remains calm, listens and apologises where necessary, always portrays a professional and positive image to the dealers.
• Communications Spoken / Written – Able to clearly present information through the spoken and written word. Ability to teach/influence others through oral and written presentations. Ability to listen well.
• Results Driven – Ability to work under pressure, learns quickly in a changing environment. Sets priorities and effectively manages workload. Takes initiative, makes decisions and displays a sense of urgency and commitment. Achieves goals regardless of barriers or obstacles. Flexible and persistent.
• Team Player – Helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards.
• Motivation – Demonstrates a positive attitude, professionalism, initiative, enthusiasm and flexibility in performing daily job functions as well as with regard to work schedules and shift patterns.
4. Process Specific Knowledge
• Ability to follow Policies and Procedures
• Ability to at least meet and strive to exceed all performance metrics
How to Apply
If you feel that you meet the criteria and are interested in this position, please send your application to aniko.horvath@hp.com detailing why you are suitable for the position.1142 total views, 0 today