Job Title: Customer Operations Specialist Reporting to: Customer Operations Manager
We are seeking an enthusiastic and talented individual to join our customer operations team and functions. This business unit is largely responsible for the fulfilment of our vehicle selection and delivery process across our full customer base. This is through from initial tender process to vehicle quoting, orders, delivery, customer set up and implementation process. To fulfil their role the candidate will need to work very closely with our customers, drivers, suppliers as well as internal teams.
The ideal candidate must be a good communicator and have a strong attention to detail with very strong administrative and organisational skills. They should have a passion for ensuring that they deliver an exceptional customer experience.
Develop a deep understanding of the range of services, products, systems & processes in ALD to enable you fulfil your role in this combined operations team that includes quoting, renewals, orders, deliveries, contract implementation & existing and new business tenders
Management of the new-vehicle renewals process, liaising with drivers from quotation to delivery stage
Actively assist in implementing new processes as we look to combine some of our operations support functions to support our evolving business model
Ensure all current processes and procedures are followed to adhere to business controls
Ensuring all necessary documentation and contracts are in order and filed correctly
Preparation of quotations for new vehicle purchases and leases
Ensuring all work requests are completed on time, and in line with service level agreements
Assisting with the tender qualification process for new opportunities
Contributing to new projects and processes to assist in making the department more efficient and effective
Updating and maintaining client information and data promptly and accurately
Working closely with other internal teams to ensure business and customer objectives are met
Carrying out ad-hoc duties as assigned by Management
Experience in team leadership with the ability to demonstrate and deliver competencies befitting of a team leader
Energetic self-starter, team-oriented, with strong interpersonal skills and leadership skills, as well as the enthusiasm to learn and diversify across multiple business functions
Strong analytical skills to accurately quote products and develop reports
Proficiency in mathematics is essential, preferably finacial, with previous experience in the calculation of finance lease desirable
Excellent project management, time management, decision making and analytical skills
Strong organisational, presentation, and communication skills (both verbal and written)
Excellent work ethic and ability to work to deadlines and/or under pressure.
Ability to work in a fast-paced environment, with flexibility and the ability to multitask.
Expertise with Microsoft Office primarily Outlook and Excel, with the ability to understand, prepare, adjust and work with different mathematical formulas
Ability to maintain a positive, empathetic and professional attitude toward customers at all times
Previous experience in the motor trade desirable, but not essential