Manager - Parts and Service Dealer and Distributor - Operational Manager 2

Role Summary

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Oversees the efforts of a team of technical service representatives, applying specialized technical or scientific knowledge/product applications. Maintains ongoing relationships with key customers and interfaces with sales staff on a regular basis and serves as an expert in handling complex queries.

Job Responsibilities

Customer Service

Help establish and implement customer service standards while supervising a significant customer service team or similar unit. Deal with most complex and valuable issues.

Resolving Customer Issues

Aggregate customer issues and collate the most commonly raised issues in order to create/develop response strategy.

Operational Compliance

Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Customer Relationship Management (CRM) Data

Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.

Customer Relationship Management / Account Management

Develop and implement a customer contact plan to communicate product launches and engage the customers in relevant sales campaigns. Act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Faults Diagnosis and Correction

Provide fault isolation and resolution to limit and address issues promptly.

Internal Client Relationship Management

Build effective working relationships within the internal client organization, delivering high-quality professional services with guidance from senior colleagues.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Work Scheduling and Allocation

Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Performance Management

Respond to personal objectives and use performance management systems to improve personal performance.  OR Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Education

• Bachelor's Degree or Equivalent Level 6