Parts Direct Customer Service Executive - Cannock, United Kingdom - Finning International Inc.

Finning International Inc.

Verified Company

Cannock, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company:
Finning (UK) Ltd

Worker Type:
Permanent

Position Overview:
Finning UK are excited to be recruiting for a Customer Service Executive to join their thriving Parts Direct Department.

The main aim of the Customer Service Exec will be to deliver on Finning's commitment to provide a consistent outstanding level of customer experience throughout the parts order process through all parts channels.

Being the voice of parts direct by answering all incoming calls, listening to our customer needs and deciphering the best route for the call to take.

Including professional call handling and effective customer conversations.

Also to drive the channel shift of customer contact options, looking for opportunities to cross sell and upsell Finning services and parts.

Job Description:

Major Job Functions:

Fully engage with customers on every call to ensure that we understand what the customer needs, and successfully identifying the right route for the call to take actively and effectively transferring each call to Call level II and Call level III Advisors.
Actively drive customer contact channel shift, identifying which customers would benefit from PCC and or CUBIQ channels to enable instant access to update information, and to actively cross sell and upsell other Finning Parts & services.
Promote Parts direct internally and externally and utilise all promotional materials to discuss with the customer and pass warm leads onto the Call Level I & Call Level II advisors.

Specific Skills:

Customer service and relationship building skills
Ability to handle volume calls in a professional customer focused manner ability to multitask
Influencing, looking for upsell and cross sell opportunities
Agile, adaptable and flexible in a dynamic environment is key to ensure the success of Parts Direct
Strong sense of care for our customers, ensuring they receive the best experience from the Parts Direct team
Excellent listening and communication skills are essential
Ability to record accurate data essential
Results aware, driven with the ability to hold selfaccountable to contributing to company targets
IT skills, good ability with Microsoft packages and competent in the use of current Finning business systems (desirable)
Ability to navigate and update a CRM Sales System

Knowledge:

Knowledge of or an interest in mechanical components and functionality (Caterpillar Knowledge desirable)
Awareness of parts supply chain processes
Previous call handling experience but not essential

Accountability:

Develop product and service knowledge through attendance of available designated training
Responsible for the customer experience generated from parts sales through Parts Direct and delivering on Finning Commitments
Embrace the corporate appearance and marketing of Parts Direct
Ensure full compliance with health, safety and environment and quality regulations
Drive an increased % contribution of the total parts OTC revenue through online sales (Channel Shift)
Adhere to CES (Caterpillar Export Services) processes
Customer calls and orders handled in a manner that exceeds expectations, earning customer loyalty

Education & Experience:

Customer service experience
Educated to GCSE standard
Understanding of the Engineering and Power Industry

IND1

At Finning, we prioritize creating a diverse and inclusive environment.

We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential.

As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities.

We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities.

Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.