Ford of Britain have launched a new National Network of PartsPlus Centres that provide an exceptional range of services designed to support the sale of trade parts directly to independent repairers and body shops.
PartsPlus has been designed to focus on meeting the needs of existing and new trade customers. Our PartsPlus Centre holds extensive, competitively priced stock of Genuine Ford, Motorcraft and Omnicraft parts, supplied through a reliable, regular and professional delivery service.
PartsPlus has been carefully designed with a core focus on local business knowledge. Customers receive friendly and helpful advice from product experts and are able to take advantage of the many exciting product, marketing promotions and offers that are available within the PartsPlus programme.
We are recruiting for a PartsPlus Centre Supervisor to be based at our Harlow site.
The Centre Supervisor will be responsible for the day to day running of the centre, supervising the telesales & logistics team reporting directly to the centre manager.
The ideal candidate will have supervisory experience within a busy Parts department or Telesales office and have a proven track record of meeting deadlines. They must work self-sufficiently and possess the ability to work on their own initiative.
Key Responsibilities:
Sales Performance
- Ensuring own and Telephone Sales Team overall sales targets are achieved.
- Continually monitor sales performance against set KPIs and take corrective action with the team to ensure KPIs and sales targets are met.
- Communicate the overall sales targets into team and individual targets.
- Distribute targets equitably and in accordance with the allocation of the customers and the skill and experience of each team member.
- Monitor team performance and display daily achievement against targets – encourage a positive and competitive team spirit.
- With the support of the Centre Manager, plan and implement promotional activities and campaigns to enable sales targets to be met.
- With the Business Development Manager and Centre Manager, monitor the success of the targeted customer sets, promotions and campaigns and take corrective action if required.
- Maintain own knowledge levels (to include product knowledge, market awareness, competitor activity and pricing).
- Ensure you and your team are adequately trained and understand the Unique Selling Proposition of the Parts Plus brand, the “Features and Benefits” of the Parts Plus product range especially the genuine versus non-genuine aspect, and how to overcome sales objections.
Customer Focus
- In agreement with Centre Manager, allocate customer sets to each Parts Telephone Sales Executive, assisting them to focus their approach and build long term relationships with the customers.
- Provide and maintain an excellent level of service to customers via the team – through understanding customer requirements, responses to requests, provision of expert advice, product knowledge, resolution of queries and complaints.
- Through the team, ensure key customers are engaged and contacted regularly.
- Working with the Sales Development Manager, arrange and facilitate customers visits by Parts Sales Executive.
- With the Centre management team, monitor delivery schedules to help maintain and improve service levels.
- Feedback customer comments to the Centre Manager and Centre team to improve customer experiences.
- Maintain a smart appearance at all times and conduct business with the highest level of integrity and professionalism.
- Ensure regular reviews of customer discounts are carried out and the appropriate discount is applied based on spend levels, in line with Parts Plus guidelines.
- Be aware and always aim to improve the Customer Satisfaction scoring for your Centre.
Systems and Processes
- Ensure the proper and accurate use of all business systems.
- Ensure compliance with business standards and processes, financial, legal, warranty and ethical guidelines.
- Maintain a clean and tidy work environment for the team.
- Ensure all documentation is completed accurately and promptly by self and the team.
- Liaise with warehouse team ensuring that all returns and credit sales transactions are swiftly dealt with and authorised appropriately.
- Manage customer credit against limits and process credit escalation requests to the Centre Manager.
