Dealer Assistance Consultant: Hewlett-Packard (Newcastle upon Tyne)



This role is responsible for answering dealer enquiries with regard to Gme (Hps cient) brand parts and accessories (P&amp A warranty and vehicle off road (Vor) and Electronic Parts Cataloguing (Epc) enquiries from Gme dealerships and service partners. The Dac Agent uses the information provided by dealers predetermined procedures and systems and his her own experience to resolve such contacts from dealers. The role is intended to ensure the accurate and timely handling of such contacts from dealers and thereby increasing customer satisfaction both with the dealerships and their customers. Responsibilities Include Handles dealer contacts including incoming telephone calls emails and faxes relating but not limited to processing dealer contacts for Parts Backorder Vor Enquiries (Tracking and resolution Warranty administration in line with key performance metrics Delivers service excellence by efficiently problem-solving and reacting to dealer situations in a professional polite and clear manner Accurately logs all dealer contacts and tracks contacts using all relevant databases and systems Interacts on a daily basis with the team of Customer Consultants Liaisons with European parts warehouse cataloguing and materials management staff to expedite urgently required parts Provide continuous feedback to the central and European parts and materials management organisations Entry of all parts Vor Back order into the Vor tracking system for follow up and resolution Follow up and tracking through the closed loop process of all parts Vor back order cases Management of local warranty file enquiries and claims corrections Understands and applies Gme brand policies and empowerment to resolve dealer requests Reads and researches relevant materials and resources to stay current with all relevant procedures Attends meetings for review of issues assignments regular discussion Minimum Skills Educational standard should be Gsce level or local equivalent. Automotive knowledge understanding or demonstrated interest in the industry. Demonstrated ability or aptitude to understand and articulate automotive issues and terminology. Automotive dealership or similar experience preferably in parts warranty or service departments. Fluent at business level in the English language (both verbal and writing skills) Technical Skills Knowledge of Microsoft Word Excel PowerPoint and Access applications Familiarity with navigating internet intranet using Internet Explorer Demonstrated ability in using communication applications such as e-mail telephony equipment. Ability to learn and manage proprietary and bespoke applications in support of enquiry handling. Full driving licence required for potential product familiarisation and site visit purposes. Soft Skills Customer Service Excellence Enjoys direct contact with dealers by telephone and understanding their needs displays diplomacy is polite remains calm listens and apologises where necessary always portrays a professional and positive image to the dealers. Results Driven Ability to work under pressure learns quickly in a changing environment. Sets priorities and effectively manages workload. Takes initiative makes decisions and displays a sense of urgency and commitment. Achieves goals regardless of barriers or obstacles. Flexible and persistent. Team Player Helping the team to achieve objectives friendly and approachable even when busy but firm where necessary works to team and individual standards. Motivation Demonstrates a positive attitude professionalism initiative enthusiasm and flexibility in performing daily job functions as well as with regard to work schedules and shift patterns. The salary is between £14.5 16k dependant on experience In Order To Apply For This Position Please Send Over Your Cv To magdalena.wojcik hp.com