Customer Support Representative

Job Description

Saudi National | Customer Support Representative | Al Futtaim Automotive | FAMCOWhat you will do:

• Effective customer coverage in the sales territory is achieved. (by maintaining a CRM-based coverage plan if applicable)
• Maintain Knowledge of customers? needs and buying trends through
• Regular field calls. An average of 4 - 6 calls a day is expected.
• Develop and maintain a customer call schedule.
• If applicable using CRM with a target of 30% of the shop service
• Work being created through your CRM ?Opportunity? schedules.
• Identify and develop new accounts through active prospecting and
• Follow up.
• Where practical, attend all new machine delivers. Offer PM contracts and to explain all P&S offerings such as CSA?s ? CAP Care Track etc.
• Monitoringeachcustomer?spartsandservicerequirementsto ensure that all jobs and parts deliveries are completed on time in accordancewithcustomerrequestsandthatallchangesare reported to the customer as soon as practicable.
• Work with customer and branch staff to maintain good customer relations. This may include assisting in the resolution of any disputes.
• Attain budgeted sales volumes, gross profit and market share targets:
• Promotetostaffandcustomersaprofessionalimageand ensure the delivery of differentiated service and quality repairs based on accurate technical advice, sound product knowledge and efficient parts delivery.
• Identify sales opportunities with territory and ensure timely calls, presentation, quoting and follow-up to achieve good market share of the available FAMCO service and parts business.
• Target the major sales areas of undercarriage, GET, Engine and Power-train using support programs such as Oil Sampling and More Care Inspections Matris to ensure every opportunity is taken to secure parts and labor sales.
• Work with Head office Technical and Support staff to identify businessopportunitieswithinthecustomerbaseandto present an appropriate sales solution to the customer.
• Work withbranch Service Manager toprepare andpresent estimates and/or service quotes to all customers in the territory.
• Maintain a high level of professionalism and personal presentation in accordance with Company rules and standards:
• Ensure the customer information for your territory is kept up to date in accordance with database guidelines.
• Ensureyourcompanyvehicleiskeptacleanandtidy condition at all times and all other company property is maintained in good working order.
• Reportincidents(includingseriousharm)andcomplete documentation according to the Health & Safety procedure.
• Hazards are reported to either area Health & Safety Rep or
• Health & Safety Manager.
• Participation in any rehabilitation that is required.
• Wear PPE as required by the area.
• Individuals take ownership for their own and their safety within the work environment and actively participate in the Health &
• Safety program.
• Make quality an integral part of all work practice by:
• Ensure that high quality is an objective which all employees
• Consider to be paramount. ? done right, done well, done once?.

Keyskills :