Glasgow TPS
Shift Pattern: Monday to Friday 8am till 4.30pm, 8.30am till 5pm, 9.30am till 6pm, Saturday Rota 8am till 1pm
Basic Salary £31,000, OTE up to £34,000
To achieve allocated sales targets, develop and maintain long term relationships with customers, and provide expert knowledge, advice and support to customers. Professionally represent the TPS brand and be a brand champion.
Key responsibilities
Selling
- Achieve personal target KPI‘s and revenue objectives with target customer sets
- Accurately identify parts to meet the customer sales requirements
- Utilise all product promotions effectively to achieve specific targets set
- Identify and exploit all upsell opportunities thereby growing overall sales figures
- Maintain own knowledge levels on new or updated parts through the completion of appropriate training courses and reading information from bulletins, catalogues, parts updates, special offers, recalls etc.
- Ensure you are adequately trained and understand the Unique Selling Proposition of the TPS brand, the “Features and Benefits” of the TPS product range especially the genuine vs non-genuine aspect, and how to overcome sales objections
- Record and feedback lost sales opportunities to the Sales Manager
Customer
- Ensure you provide a high level of customer service at all times
- Be aware and always aim to improve the Customer Satisfaction scoring for your Centre
- Build strong relationships with your clients by making relevant and regular contact with them on the phone and via face to face visits
- Provide a high level of service to customers – through understanding their requirements, responding to requests, progressing orders and providing expert advice
- Where applicable, ensure that trade customers that visit the TPS Centre are dealt with efficiently and quickly
- Identify and record customer delivery requirements and communicate to the rest of the TPS Centre team
- Resolve any customer concerns or complaints professionally, seeking additional support where necessary
- Maintain a professional and smart appearance at all times, and conduct business with the highest level of integrity and professionalism
- Ensure that a regular review of all customer discounts are carried out and the appropriate discount is applied based on
- Maintain accurate customer records and adhere to the Data Protection Act when handling this data
- Provide timely communication to customer’s on their credit status
- Ensure any customer complaints / disputes are handled professionally and swiftly
Communication
- Assist, liaise with and support the TPS Centre team to ensure good working relationships and delivery of excellent customer service
- Work with the Sales Manager and others to achieve sales targets and provide a joined up approach to sales
- Feedback customer comments to the Sales Manager to continually improve customer experience
- Ensure that customers are aware of their credit situation and if credit escalations are required, follow the TPS Guidelines in the Operations Manual
Systems and processes
- Handle incoming calls and customer enquiries within KPI’s, using the approved greeting
- Ensure the proper and accurate use of all systems (e.g. use of EKTA/vin-lookup to search and order parts)
- Complete all required documentation accurately and promptly
- Deal with all cash and credit card transactions in line with TPS Guidelines in the Operations Manual
- Maintain a clean, tidy and efficient working environment
- Ensure compliance with business standards and processes, financial, legal and ethical guidelines (including Warranty)
- Source additional parts from other Centres or outside the TPS network when necessary
Key competencies
- Genuinely TPS
- Customer Experience
- Managing Self
- Operational Effectiveness
Experience and knowledge
- Previous experience in a parts or distribution operation involving regular telephone contact with retail or trade customers or experience of selling in a fast paced and/or telesales environment
- Ability to build strong and trusting relationships
- Ability to relate well to others and work as part of a team
- Excellent communication skills and telephone manner
- Good IT skills
- Demonstrates excellent attention to detail and accurate record-keeping
