Bodyshop Reception Supervisor at CFAO Motors Kenya limited (Formerly Toyota Kenya)

We are looking to fill the position of the Bodyshop Reception Supervisor. The role reports to the Bodyshop Manager and will be based in Nairobi – Bodyshop along Lusaka Road.

The role is responsible for spearheading achievement of Bodyshop targets through timely and efficient execution of repair orders, addressing customer concerns and constant updates to customers while promoting customer satisfaction and retention.

Main Responsibilities of the Job

Managerial/Supervisory

• Implement operational workflow processes to ensure smooth operations within the reception team.
• Supervise the reception team to ensure efficient service delivery to the customers.

Operational Responsibilities 

• Maintain a clean and orderly Bodyshop reception as well as vehicle reception area for enhanced workplace safety and to create a conducive work environment.
• Maintain and update (Work in Progress) WIP, Cash sales and debtors report to ensure all are within the set standards.
• Build healthy relationship with other departments in the branch through communication and exchange of ideas to ensure smooth interdepartmental operations
• Maintain and update process boards at the reception to ensure they capture all the information as is and tally with the floor control board.
• Identify customer needs and communicate these to the Bodyshop Controller/Quality Controller to fix it right first time and deliver the vehicle within the promised time.
• Attend to escalated customer related issues to ensure solutions are implemented in a timely manner for minimal disruption to business operations and support customer retention.
• Establish and maintain customer relationships for both existing customers and prospective clients through provision of excellent customer service.
• Participate in the departmental marketing activities to enhance efficiency and effectiveness in the creation of awareness.
• Facilitate effective communication to customers on repairs done, additional work done and defect report while handing over the vehicle to the customers.
• Ensuring immediate collection of completed units and sharing reports on the same to the Bodyshop Manager.
• Facilitating follow ups on cash quotations to increase estimate conversion.
• Sharing daily WIP reports on new units in the workshop.
• Examine the Voice of customer (VOC) report to understand customer satisfaction levels through Customer Service Index and provide solutions where there are gaps

Knowledge, Skills & Experience

Minimum level of academic and professional qualification required to perform effectively in the role 

• Bachelor’s Degree in Mechanical/Automotive Engineering or Business-related field from a recognized institution
• Minimum of 5 years working experience in a motor vehicle workshop with at least 2 years in a supervisory position
• Product knowledge – vehicle specification, basic mechanical knowledge
• Customer service management
• Basic knowledge in motor vehicle insurance policy and procedures