Customer Service Controller

  • 3-5 Year
  • Aberdeen
  •   Posted On: October 13, 2018
  •   Skills:  Communication, Sales, SAP SD

Job Overview

Roles & Responsibilities

Job Description:

Major Job Functions

Understands the customer service need(s) and delivers the appropriate resources to execute the request expertly to deliver an experience for the customers that drives dedication by controlling the end to end repair process. Continuously maintain a clear, open and consistent communication with the customer throughout the service repair processes that delivers the lowest cost of ownership driving customer dedication and service growth. Dedicatedly keeps the customer informed throughout the process. 

Planning and supply resources to ensure fulfilment of the customer’s service needs utilising capacity and capability planning. Leading the end to end repair process from identifying the customer service need to accurately closing the work order and customer invoice. Ensuring adherence to service process and procedures to ensure consistent extraordinary customer service delivery. Takes the lead to ensure the health and safety of customers and service employees is the highest priority. Providing cover to ensure effective delivery of service to meet our customers’ needs and business needs. 

Creation of Service quotes up to £3,000 identified when carrying out service work such as PM or repair work, or service inspection or when advised by Finsight advisor. 

Direct management of engineers (4-7) mentoring, addressing performance issues and carrying regular 1-2-1 in line with the dealership policy. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers’ satisfaction whilst maintaining service profitability. 

Uses customer feedback and key service metrics to continually improve the experience and deliver the desired business performance. Using data identified, can use the information to drive continuous improvements in customer experience and performance. 

Leader Competencies 

Customer Focus: Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions 

Cultivates Innovation: Paying attention to what customers want and need – new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view. Embrace the mindset you and Finning are never done, never satisfied, never standing still

Drives Results: Infusing the team and organisations with a sense of urgency. Creating a culture where organisational performance is always top of mind. Communicating a vision, setting priorities, developing and executing plans that achieve the desired outcome for Finning

Courage: Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect change

Commercial Mindset: Understanding the business and paying attention to business problems (complex and less complex) from all angles. Applying knowledge of the business and marketplace to negotiate and structure interaction. Not only understanding key financial and commercial fundamentals, but more importantly how to incorporate a commercial thinking mindset into every major decision made

Decision Quality: Good decisions are based upon a mixture of analysis, wisdom, experience and judgement. Making quality decisions while working in an environment where ambiguity and uncertainty are the norm

Situational Adaptability: Paying attention to circumstance and adjusting according. Being able to recognise the need to be flexible and act different because no two situations are exactly alike. The outcome will be ease of transaction and effectiveness of interaction

Develops Talent: Developing the team to meet both their career goals and Finning’s goals. Creating pools of people ready and willing to take on new challenges and step up when needed

Specific Skills

A strong sense of care for our customers ensuring they receive the best experience from Finning 

Good organizer  

Good communicator 

Champions for Safety 

Lives and promotes the Finning Values 

Knowledge 

Good knowledge of mobile and fixed equipment components and systems  

Financially/commercially aware 

Good knowledge of existing applications and systems desirable (DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet)

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