Parts Counter at Sheer Logic

Key Duties / Responsibilities / Tasks

• Parts and accessories sales order processing interface with walk-in retail customers, fleet customers and corporate customers through face-to-face meetings, on phone and emails, to understand and ensure their Parts and Accessories needs are being met.
• Responsible for identifying correct parts from electronic parts catalogues and then processing sales orders.
• Generating parts invoices and ensuring that customers pay for them.
• Responding to customers’ requests on parts not available in stock, updating them on back-ordered parts tracker after customer agrees for parts to be back-ordered.
• Advise customers on supersessions or alternative parts when identical replacements are not available.
• Point out any sales special offers product that may complement the customer purchase.
• Drive improvement in Customer Satisfaction Index by accurate and consistent data collection through customers CSI forms that will be provided from time to time.
• Examine returned parts for defects, exchange and raise credit note requests as per the laid down process.
• Maintain cleanliness of Parts and Accessories Department, keep inventory neatly stacked and orderly. 
• Maintain updated customer account and database details, collect, capture and report lost sales daily through lost sale tracker.
• Become familiar and efficient with all phases of the computer system required for P&A operations.
• Raise Special Price Adjustment (SPA)form immediately in the system upon consultation with the supervisor in case of additional discount support offered to the customer.
• Responsible for capturing requests for parts airfreight orders upon alignment with the customer on payments terms and lead time.
• Training new staff on how to use electronic parts catalogue (EPC) and manual catalogues.
• Provide and present to supervisor daily, weekly, and monthly status report on customer logs both called, quoted, served and work in progress.
• Track closely all the quotations issued turning them to revenue to close on set individual monthly target.

Customer Service

• Provides superior customer service to both internal and external customers.
• Assist in handling customer complaints reasonably, showing empathy and a positive attitude making sure the problem is corrected to customer satisfaction.
• Clearly communicate trade terms to customers through face-to-face meetings, on the phone and by email interactions and ensure compliance with said terms, as per the Isuzu East Africa policy.
• Treat customers fairly and with honesty, and demonstrate our commitment to superior customer service and ethical business practices.

 Academic Qualifications

• Diploma or Bachelor’s degree in Sales & Marketing.
• CIM will be an added advantage.
• 2 years’ experience. 

 Functional Skills

• Sales closing skills.
• Customer focus. 
• Computer literacy. 
• Negotiation skills.
• Ability to drive operational excellence. 
• Interpersonal & communication skills. 
• Attention to detail.  
• Team Player.