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Parts Customer Care

Apply now Job no: 509129
Work type: Full Time - Permanent
Location: Wolverton Mill
Categories: Parts Operations

Aston Martin is built upon the passion, skill and creativity of the people who dedicate their working lives to the most iconic brand in the world. Every intricate stitch beautifully expressed line, and the stirring noise of our engines is a manifestation of the desire and collective spirit to create the most beautiful cars: the soul of Aston Martin made real.

Job Purpose:

To support in the delivery of revenue and profit objectives. To represent Aston Martin to the highest levels of professionalism in supporting the AM Dealer network and customers world-wide to resolve issues and provide first class customer service experience. To assist with departmental project service enhancements.

Key Duties & Responsibilities:

 

To resolve availability, prices, logistic enquiries and queries from Dealers, authorised repairers, heritage specialists and internal sources for parts and accessories. To find solutions to all issues raised by Dealers or Customers, whether internal or external to achieve ‘best in class’ service levels at all times. On average circa 80 queries per day submitted.

Duties include:

  • To resolve availability, logistic, pricing to the worldwide dealer network and retail customers.
  • Be proficient in Synergy (Sales Force) to manage customer cases
  • Use best judgement to make decisions on financial and resource impact of beyond normal levels of service where AM, its Dealers or Representatives will be adversely affected by non- supply of service levels.
  • Provide ‘account management’ to a defined list of Dealers
  • Order loading for customer auto allocations and adhoc manual orders
  • Advise customers on parts promotions, availability, catalogues, brochures and electronic media.
  • Identify business improvements and support delivery of system enhancements for all developments to support a targeted reduction in both total number of cases and closure response times
  • Liaise with various internal departments and external service providers to resolve issues
  • Support internal departments with queries.
  • Monitor and maintain accurate records for all transactions.
  • Proactive Credit Management, including query resolution, customer re-charges, buybacks and general processing within financial parameters

Qualification & Experience:

  • Experience of Dealer operations or other OEM’s would be an advantage
  • Excellent customer service / support
  • Excellent interpersonal skills and telephone manner
  • Rigorous attention to detail is essential
  • Knowledge of logistics, purchasing and distribution
  • Ability to work well as part of a team and yet able to act independently in management absence
  • A good level of PC literacy is essential

Belong at Aston Martin

We understand that the incredible beauty, craft and art that defines an Aston Martin comes from the inclusion of our amazing people.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs.  We celebrate diversity and are seeking applicants who can bring something different.  Please speak to us if there is anything you need to support making an application with us.

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