Parts Advisor - TPS

Overview:

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

• 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

• 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

• 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

• 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

• Genuinely TPS
• Customer Experience
• Managing Self
• Operational Effectiveness

• 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

Responsibilities:

• Maximising results and sales opportunities through advanced preparation and planning
• Being able to qualify customers needs through effective communication
• Developing customer relationships through prospecting and maintain these relationships with follow-up calls
• Retaining a full knowledge base of all of our stock, parts, accessories and pricing strategies
• Utilising product presentations in order to effectively demonstrate our parts / accessories to potential customers
• Implementing regular weekly / monthly sales calls to drive additional sales opportunities for new / repeat business