After Sales Service Coordinator

After Sales Service Coordinator

Job Overview

Provide product and customer support oversight to work with the channel / dealer partner organization to achieve the Sales & Marketing unit’s CPS goals

* Administrative tasks such as Quoting, Job Card, Mechanic Time Sheet, Scheduling of Service/Repair Jobs, Warranty and Cross Sale, Spare Parts Ordering and Follow-ups and Invoicing

* Daily monitoring of service department’s payroll, timesheet, overtime and ensuring accuracy for technician and Labour Performance

* Assist the After Sales Service Manager with the control of lost time

* Work towards reducing overall departmental expenses through vision and persistency. Provide feedback or suggestions, when and where, waste reduction or costs saving measures

* Handle incoming phone calls, record, re-route or follow through as necessary.

* Coordinate and dispatch road service technicians for the area and track response times

* Secure accurate pricing information from parts and service to compile quotations in a timely manner

* Gather files and information to assist with completion of warranty claims

* Provide excellent customer service, maintaining customer contact and soliciting feedback; address customer issues promptly with intelligent and efficient resolutions

* Oversee the dealer warranty administration process according established procedures

* manage quotes won, lost, followup and reporting

Job Requirements:

– Sound knowledge and prior experience in the Agri, Golf & Turf, Landscaping and Power Tools products and the Dealer business practices

– Thorough understanding of Customer Support Processes

– Skilled in Online DMS-Dealer Management Systems comprising of various brands and specialized machinery

– Skill in interpersonal communications, negotiation, and conflict resolution

– Minimum 3 years of customer support experience with customer interaction concerning products, parts and services.

– Proficient with MS Office Suite (Excel, Word, PowerPoint), ERP/SAP & Other Cloud Based CRM, Inventory Control and Dealer Management Systems

– Training and experience applying statistical methods; excellent problem-solving ability and root cause analysis for product problems.

– Must be an excellent and meticulous record keeper and possess natural and extraordinary organizational skills

– Must be an excellent Communicator and Fluent in Hindi/Urdu. (Arabic is an advantage)

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