Company:


Finning (UK) Ltd Number of Openings:


1 Worker Type:


Permanent Position Overview:


Finning UK is excited to announce an opportunity for a Customer Service Sales Advisor to join our thriving Parts Direct Department. As a key member of our team, you will be instrumental in delivering Finning’s commitment to providing a consistently outstanding level of customer experience throughout the parts order process across all channels.

In this role, you will be the voice of Parts Direct, answering all incoming calls, attentively listening to our customers’ needs, and determining the best course of action for each call. Your professional call handling and effective customer conversations will ensure that every interaction reflects the high standards of Finning.

Additionally, you will play a crucial role in driving the channel shift of customer contact options, always seeking opportunities to cross-sell and upsell Finning services and parts. If you are passionate about delivering exceptional customer service and thrive in a dynamic environment, we invite you to apply and become part of our dedicated team at Finning UK. Job Description:


Major Job Functions:

* Provide best in class service for a seamless transaction, ensuring that you deliver an excellent customer experience that earns loyalty. To achieve an 80% NPS score by consistently answering 95% of customer calls within 20 seconds and responding to emails within a 2-hour window.

* Fully engage with customers on every call to ensure that we understand what the customer needs and successfully identify the right route for the call to take – actively and effectively transferring each call to Call level II and Call level III Advisors.

* Actively drive customer contact channel shift, identifying which customers would benefit from PCC and/or CUBIQ channels to enable instant access to updated information and actively cross-sell and upsell other Finning Parts and services.

* Promote Parts Direct internally and externally, utilise all promotional materials to discuss with the customer, and pass warm leads onto the Call Level I and Call Level II advisors.

Benefits:

In addition to a competitive salary, 25 days holiday, life insurance, up to 7% pension, and access to the company’s share scheme, you will benefit from:
* Enhanced maternity and paternity packages

* Health Cash Plan

* Family-friendly policies to support working parents

* Support from a team of 40+ Mental Health first-aiders

* Employee wellbeing solutions

* Electric car scheme (UK)

* The opportunity to support your charity of choice via Give As You Earn

* Length of service or recognition awards.

Specific Skills:

* Customer service and relationship-building skills

* Ability to handle volume calls in a professional customer-focused manner – ability to multitask

* Influencing, looking for upsell and cross-sell opportunities

* Agile, adaptable and flexible in a dynamic environment is key to ensuring the success of Parts Direct

* Strong sense of care for our customers, ensuring they receive the best experience from the Parts Direct team

* Excellent listening and communication skills are essential

* Ability to record accurate data essential

* Results-aware, driven with the ability to hold self-accountable to contributing to company targets

* IT skills, good ability with Microsoft packages and competent in the use of current Finning business systems (desirable)

* Ability to navigate and update a CRM Sales System

Knowledge:

* Knowledge of or an interest in mechanical components and functionality (Caterpillar Knowledge desirable)

* Awareness of parts supply chain processes

* Previous call handling experience but not essential

Accountability:

* Customer service provision to circa 5000 Parts Customers and the delivery of NPS score of 80%.  Call answering of 95% of calls are answered within 20 seconds, and email responses within 2 hours(SLAs)

* Develop product and service knowledge through attendance at available designated training

* Responsible for the customer experience generated from parts sales through Parts Direct and delivering on Finning Commitments

* Embrace the corporate appearance and marketing of Parts Direct

* Ensure full compliance with health and safety, environment, and quality regulations

* Drive an increased % contribution of the total parts OTC revenue through online sales (Channel Shift)

* Adhere to CES (Caterpillar Export Services) processes

* Customer calls and orders are handled in a manner that exceeds expectations, earning customer loyalty

Education & Experience:

* Customer service experience

* Educated to GCSE standard

* Understanding of the Engineering and Power Industry

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.