CRM Advisor - Western Commercial - Broxburn

Broxburn, West Lothian
£18,500 plus bonus
13 Mar 2018
10 Apr 2018
Contract Type
Full Time

CRM Advisor  - Western Commercial - Broxburn 
Up to £18,500 basic plus bonus

Thank you for your interest in working with Eastern Western Motor Group. We work with some of the world’s best loved brands. If you haven’t already, please browse around our company website and immerse yourself in our company’s history and read up on our brands. As we start to drive your aspirations to accessing a career here with us at Eastern Western Motor Group, you will really get to understand just why our staff and customers are indeed so passionate about all things Eastern Western! This is an amazing opportunity to work for a family run company who value their employees and in return provide state of the art working facilities, competitive salary packages, benefits and industry leading training. We work with 14 brands across 29 sites with just over 1200 employees.

What does the job entail?

  • To deliver the Mercedes-Benz experience and maximise sales and profit opportunities through the delivery of telemarketing.
  • To successfully promote and re-qualify sales leads to a level providing quality leads to the sales department.
  • To monitor and qualify EMS sales leads from Mercedes-Benz Head Office and ensure that they are progressed and updated successfully through the CRM database system.
  • To exceed customer expectations at all times.
  • To support the market area in ensuring that all standards and processes are adhered to in line with franchise contract arrangements.
  • To uphold all of the company’s Core Values at all times.
  • Inbound and outbound telemarketing maximising sales opportunities
  • Monitoring and qualification of all sales leads from Mercedes-Benz Head Office, ensuring that they are updated by the sales departments.
  • Database cleansing of lapsed records to update customer contact details and obtain email addresses and mobile telephone numbers for marketing use.
  • Work with functional colleagues to ensure the effective operation of the market area.
  • Operate the market area in line with MBUK standards and processes.
  • Promote, at all times, the Mercedes-Benz culture of quality and excellence and deliver the Mercedes-Benz experience.
  • Maximise conversion of customer opportunity.
  • Maximise customer referral and retention as measured by referral rates, CSI and customer complaints.
  • Handle all internal and external customers and suppliers with courtesy and ensure the Mercedes-Benz experience is delivered to all contacts at all times.
  • Undertake any other duties as reasonably required to ensure the successful operation of the market area.

What are we looking for?

  • Competent in computer data input.
  • Excellent telephone manner and experience of making outgoing telesales prospecting/retention calls.
  • Ability to review the quality of customer data and validate if necessary.
  • Numerate, literate and articulate in all matters.
  • Possess a calm and organised approach to tackling problems and workload.
  • Experience of using motor dealership database systems (in particular ADP Autoline/Pinnacle) would be a distinct advantage.