Lead, motivate and develop the Parts Front Office team, creating a positive and high-performing working environment.
Manage day-to-day team performance, including workload allocation, performance reviews, coaching and development.
Set, monitor and review departmental and individual KPIs.
Oversee the daily operation of the Parts Front Office, ensuring customer enquiries and orders are processed accurately and efficiently.
Ensure quotations, orders, deliveries and invoicing are completed within agreed service levels.
Monitor open service requests and drive timely resolution in line with departmental KPIs.
Oversee warranty parts approvals and returns in line with company procedures.
Maintain accurate records within Oracle and other business systems.
Act as the escalation point for complex customer enquiries and service issues.
Build and maintain strong relationships with customers, suppliers and internal stakeholders.
Ensure customers receive proactive communication and updates throughout the order lifecycle.
Work collaboratively with Service Help Desk, Engineers, Warehouse and Finance teams to deliver an outstanding customer experience.
