Hire Desk Controller (Customer Service) - Kuwait

Job Description

JOB PURPOSEThe main purpose of this role is to support the management team and depot performance by helping to convert internal sales enquiries into orders and providing effective customer service and general administration.ÿThe Hire Desk Controller will be based in our depot in Kuwait and will be the main point of contact for customers who are seeking to hire our equipment in the region.ÿThe role holder will deal with incoming calls from customers in a timely, efficient and effective manner. This will be done by providing quotations, liaising with the internal departments to ensure equipment is available, processing orders, coordinating deliveries and collections as well as managing any associated sales administration.ÿThe Hire Desk Controller will also provide financial administrative support. This includes processing and monitoring payments and expenditures, reconciling payments, preparing and updating cash flow reports for Finance and Senior Management review.ÿThis role is best suited for individuals who are passionate about delivering great customer service and someone who thrives within a sales and service environment.KEY RESPONSIBILITIES:ÿAccount Managementÿ

• Work closely with the field sales team and keep them informed of any developments relevant to their accounts
• Demonstrate a thorough understanding of Rapid Access?s products and services and how they benefit clients
• Build strong relationships with colleagues in other depots to enable and accept passing of remote hire orders
• Building strong long-term and productive relationships with customers by providing excellent customer experiences through quick and efficient investigations and resolving of all customers queries to ensure the delivery of our service promise
• Ensure customer service and customer expectations are exceeded by dealing with all customer queries quickly, efficiently and cost effectively
• Conduct post-sales follow up customer calls to ensure high level of customer satisfaction
• Actively manage and retain an active customer base within an agreed percentage
• Feedback on customer and market information to colleagues in sales
• Ensure correct communication towards team members in terms of daily teamwork, sharing information, sharing workload, adjusting schedules and holidays with the relevant back up persons
• Ensure customers are made aware of order, stock and delivery status
• Schedule the drivers, organize and prioritize the daily dispatch of machinery, taking into current availability and returning hires
• Manage and resolve any potential mid-hire events such as machine breakdown, exchange of a machine, extension of the hire. Updating customers and maintaining relations as necessary
• Support the Field Sales Team with sales order quotations

• Comply with approved sales process when qualifying prospects, nurturing leads, and identifying opportunities
• Successfully qualify, develop and convert leads and enquiries into orders to produce budgeted order conversion ratio
• ÿHelp the team to actively promote Rapid Access? products and service offerings to customers and prospective customers

• Oversee inter-country movement of machines by ensuring import and export documentation are complete and attested and working with in-country clearing agents
• Acting as the first point of contact for the Engineers regarding general queries
• Provides administrative support for the Service Manager and the wider Engineering team
• Manage and organise Engineering documents, files and other records on the internal company software system
• Verify and track Engineering Division invoices using the internal software system
• Maintain the Engineering Department job schedule on a daily basis in conjunction with the Service Manager
• Make travel arrangements for visiting customers
• Entering expense reports for Engineering staff onto the enterprise data system
• Liaise with external parties and departments including Finance, HR and customers to resolve queries
• Provide overtime reports to Service Manager and obtaining appropriate approvals prior to authorization

• Prepare, follow-up and manage customer quotations for the field sales team
• ÿMaintain and update the customer contact database with accurate and relevant data
• ÿComplete and maintain accurate data gathering and sales forecasting
• Perform regular and timely reporting functions including quotes, bookings, renewals and contract activation
• Provide general administrative support to the Rapid Access Kuwait depot
• Travel and hotel booking management
• Coordinate the visa application and renewal process for management
• Supports locally based agents with any government related issues
• Manage incoming email, post, expenses, purchase orders and telephone calls
• Maintaining office facilities and equipment by assisting with procurement and routine maintenance and upkeep
• Manage the inventory of office supplies and ensure that costs are appropriately managed
• Support the organization of key events
• Participate in management meetings and take responsibility for sales improvement initiatives and any other assigned actions by the line managerÿ

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