Service Advisor
Location:
Cardiff
Department:
Aftercare
Report to:
Group Engineering Manager
The Company:
Industore Limited, a division of Richard H. Powell and Partners Limited which formed almost 45 years ago, is the exclusive distributer of Hänel automated storage and retrieval systems in the UK and Ireland.
Industore partners with German manufacturer and global supplier Hänel GmbH offering modern storage solutions, transforming sites throughout the UK and Ireland, including the popular Lean-Lift system and Rotomat solution.
The company employs around 60 staff and has a national service network, all of whom are Hänel qualified. Clients vary from small to medium sized businesses to large corporates. Industore’s headquarters are based in Cardiff, , South Wales & Dublin, Ireland.
The Role:
The Service Advisor will be responsible for delivering exceptional customer service by managing all aspects of aftercare-related tasks including generating quotations, ordering parts, liaising with suppliers, and invoicing. The role involves upselling additional services, reviewing technical catalogues, and maintaining effective communication with customers and suppliers to ensure smooth and efficient after sales operations.
Key Responsibilities:
Quotations:
- Prepare and provide accurate maintenance and repair quotations to customers.
- Ensure all quotes are detailed and communicated effectively to the customer.
Ordering:
- Order necessary parts and materials required for service, maintenance and repairs.
- Ensure timely and accurate order placement to avoid delays.
Generating Purchase Orders:
- Create and manage purchase orders for parts and supplies.
- Ensure all purchase orders are correctly documented and tracked.
Invoicing:
- Generate and issue invoices for completed maintenance and repair work.
- Ensure all invoicing is accurate and completed in a timely manner.
Customer Contact:
- Maintain regular communication with customers regarding their maintenance and repair needs and status updates.
- Handle customer inquiries and resolve any maintenance-related issues promptly.
Ordering Spares:
- Identify and order spare parts required for repairs and service maintenance.
- Ensure an adequate stock of frequently used spare parts is maintained.
Liaising with Suppliers:
- Develop and maintain strong relationships with suppliers to ensure high-quality parts and timely delivery.
- Negotiate with suppliers for the best prices and terms.
Upselling Outstanding Quoted Work and Additional Services:
- Identify opportunities to upsell additional services and outstanding quoted work to customers.
- Provide recommendations for advisory work and additional services based on maintenance inspections.
Reviewing Technical Catalogues:
- Utilize technical catalogues to identify correct parts and service requirements.
Qualifications:
- Technical/Business Management qualifications or equivalent; additional certification or training in automotive service advising preferred.
- Ideally experience as a Service Advisor or in a similar customer service role
- Proficiency in using service management software and Microsoft Office Suite.
- Excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities.
- Ability to work under pressure and handle challenging customer interactions professionally.
Key Competencies:
- Customer-focused with a commitment to providing exceptional service.
- Strong attention to detail and accuracy.
- Effective problem-solving skills.
- Ability to work collaboratively with team members and external partners.
- Sales-oriented with the ability to identify and pursue upselling opportunities.
Performance Indicators:
- Customer satisfaction and feedback.
- Accuracy and timeliness of quotations, orders, and invoices.
- Efficiency in handling customer inquiries and resolving issues.
- Successful upselling of additional services and outstanding work.
How to apply
If you think you are the right candidate for this fantastic opportunity at Industore Limited, please submit your CV alongside a covering letter to Kiera@powell.co.uk