Provides the highest level of customer care and satisfaction, ensuring customers and visitors receive an immediate and courteous welcome. Ensure all customers are directed to the relevant sales executive and that their details correctly input into the Host Module – emphasis is on ensuring a seamless interaction between sales team and customer. Assist sales team with loading customer information into the CRM system. Consistently exceeds customer expectations. Maintains standards in line with the business needs & franchise contract.

Salary: £17,304 (OTE £20,000)

Job Scope:

  • Responsible for dealing with all sales enquiries, ensuring all queries are dealt with appropriately within agreed timescales – this includes gathering correct information about all enquiries and sourcing the correct staff member to assist further
  • Capturing data via the Host Module with a particular emphasis on loading information in a timely manner
  • Monitoring sales activity in R Quotes and evaluating the quality of information, ensuring the sales process is followed with every customer and that information is consistent across all databases
  • Providing all customers in the showroom/reception with immediate attention – this includes occasionally stepping in to help with service reception if any customers are waiting for help
  • Providing administration and general support to the sales department (including creating new customers and amending information in the CRM, photocopying documents, making drinks, etc.)
  • Regularly updating the Sales Manager on all progress and involving them immediately with respect to any issues encountered
  • Attending morning meetings to establish expected sales appointments and ensuring these are appropriately recorded
  • Working closely with the reception team to ensure the standard of excellence and level of customer service expands across all departments
  • Assisting with customer enquiries in the event that a sales executive is not immediately free

Key Accountabilities & Responsibilities

  • Communicates the Mercedes-Benz culture of quality and excellence
  • Provides telephone ‘meet’ and ‘greet’ support for all departments
  • Approaches & welcomes all visitors in a friendly and open manner
  • Personally establishes contact between customers and an appropriate member of staff
  • Ensures messages are communicated to the necessary department in a timely manner
  • Maintains order and cleanliness in the customer reception area
  • Provides administrative support to all departments in line with the company and Mercedes-Benz standards and processes(including updating the Kerridge Database with customer contact)
  • Ensures incoming and outgoing post is dealt with promptly
  • Processes requests for general stationary, letterheads and business cards
  • Delivers consistently high standards of accuracy and quality in the completion of information
  • Communicates and develops strong personnel relationships with customers
  • Communicates clearly, regularly and promptly with internal colleagues across all business areas
  • Identifies training and development needs for self as part of the performance management process
  • Ensures all areas of Health & Safety operate effectively and within the requirements of the law
  • Builds good relationships with manufacturers, professional bodies, suppliers and statutory representatives
  • Ensures all capital outlay is approved by their line manager or a director

Knowledge & Specific Job Skills

  • Competent IT skills
  • Excellent customer service experience and interpersonal skills
  • Must be accurate and show attention to detail
  • Excellent ability to work under pressure
  • Flexibility in dealing with varying workloads and tasks
  • Strong sense of initiative

Driving Sales –  Identifies and initiates opportunities to drive sales and deliver commercial benefits
Customer Service – Focuses on the needs of customers to improve service and sales
Planning & Organising –  Organises own workload effectively, prioritising to deliver to deadlines
Analytical Ability & Decision Making – Demonstrates sound judgement in making decisions
Teamwork & Coaching – Quickly builds rapport and establishes relationships with others
Motivation – Demonstrates a positive attitude and takes responsibility for their own actions