Job Description

Key Output

The collection and analysis of customer feedback at the parts sales counter in order to draft and execute customer corrective actions

Identification of customer issues as the parts counter and escalation of these to the Assistant Parts Manage and/or the parts Manager

Provide feedback to the Parts Manager on customer satisfaction levels

Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions

Manage existing clients and grow portfolio through making contact and generating leads

Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales targets

Maximise Business Portfolio cross sell opportunities and strengthen client relationships

Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information

Improvement of the customer experience when buying parts

Proactive management of customer feedback

Proactive management and resolution of customer issues

Is the pivotal point of contact for customers at the parts counter ensuring the highest levels of customers service is maintained

Oversees the parts counter sales personnel in order to ensure that the customer service level agreements are maintained

Educating the customer around the parts digital strategy, including parts.cat.com

Managing that analyst maintain actions on PO header/item note

Receive grieved workflows and action accordingly

Communicate pro-actively to parts sales persons on critical order errors

Expedite and manage all outstanding orders with stakeholders. Assisting parts managers/ parts man in necessary training (SAP; OTV; ANTARES systems) in order for users to action all problem orders ASAP Ensuring that all RSC messages gets actioned immediately

Managing that analyst track and report all FDO, CPRO, MEGA & DOWN orders

Report daily on open backorders and ESD's

Monthly Trend analysis (ie. # backorders, lead time to supply, # grieved order, past due orders etc), with accurate and up to date PO's

Responsibility ends when parts are invoiced by Caterpillar, ZABR orders with stock in the group - SAP report

Extract and analyse all "open order" data and assemble a monthly report. Managing that analysts ensure that Antares and SAP are synchronised with regards to backorders (delinquent order management) - Possible root cause of bin issues

Liaise with DHL on ETA of airfreight backorder (and communicate possible delays to relevant parts managers

Identify and communicate all open orders: backorders cancelled or grieved items.

Management of the Open Order Report in order to expedite parts delivery, improve machine uptime, reduce lead time and improve customer satisfaction.

Qualification, Experience and Competencies

Matric and relevant tertiary qualification

2 year customer care experience 2 years parts experience

SAP Experience

Parts process experience

Communication and Influencing

Attention to detail

Presentation And Facilitation

Verbal And Written Communication (including Listening)

Building Relationships

Customer Service Orientation

Drive And Results Orientation

Excellence / Quality Orientation

Analysis for business decision making Time And Self-Management

Practical Execution Management

* Developing people