For our client, an important automotive company, we are looking for a "Customer Support Area Specialist & Logistics" to add to the team.
The responsibilities of the role will be: Logistics SAP system and DWP : update and maintain the relevant and necessary information/data in the system to ensure a correct parts ordering and parts planning process.
KPI Monitoring : monitor parts KPI´s on dealer level to identify risk situations and/or sales opportunities (overall satisfaction service, stock value evolution, classification by parts consumption, coverage, stock rotation, operative costs and ratios, profitability of capital invested in parts, availability of parts by line: counter, workshop and total. Follow-up of purchases by stock, urgent and VOR).
Customer Satisfaction: monitor Voice of the Customer results & comments, supporting dealers to improve to get as many promoters as possible within their customers. Customer Centricity is the focus.
Customer Complaints: monitor Customer Complaints and require dealers to solve customers' issues.
Parts Logistics: ensure availability of Spare Parts reaching cost targets and manage logistic issues. Ensure Parts claims and credit follow up. Definition & follow up of initial spare parts baskets for the new car models.
Regional Distribution Center (RDC): Verify RDC (third partner) development, processes, optimization & efficiency and settle measures where deviations have been identified. Ensure to reach dealers' distribution timelines.
Oil business: support to keep the oil business align with dealer targets and responsible for commissions.
Aftersales Area: Verify aftersales results of dealers in area of responsibility and develops suitable measures at an early stage in case some targets might be at risk.
Consults dealers in area of responsibility to develop and introduce aftersales-, marketing- and operational improvement plans to improve dealer business and process performance.
Regular visits to the dealers' network.
Secure the result targets reaching, customer satisfaction, dealer profitability, contribution margin and sales targets.
Competent and continuous support of the person responsible for Aftersales.
Protection of the long-term profitability by continuous process optimization and focus on customer satisfaction in the workshop area.
Aftersales business potential analyses.
Responsible of the activities regarding the process development for Aftersales in the dealerships.
Responsible to monitor the goals for sales & marketing activities in the aftersales business (parts sales, service).
Determination of the relevant measurements, reporting parameters and provision of the basic steering information for the performance development of the dealers.
Marketing of Customer Support service products: Develop marketing campaigns according to products to be enhanced.
