Job Summary:

• Apply appropriate sales techniques and demonstrate sustained achievement of sales goals
• Receive calls from at-risk customers and retain their membership
• Quickly research customer inquiries and provide solutions 
• Support customers by providing recommendations to maximize service benefits
• Proactively educate current and potential customers on CaaStle services
• Sustain positive customer relationships to ensure membership continuity
• Expedite the resolution of customer problems and complaints to maximize satisfaction
• Navigate through multiple technology systems to provide an exceptional member experience
• Parts purchasing and stock inventory management and replenishment. 
• Identify improved processes and forecasted needs.

Skills on Resume:

• Sales Techniques (Hard Skills)
• Customer Retention (Soft Skills)
• Inquiry Resolution (Soft Skills)
• Service Recommendations (Soft Skills)
• Customer Education (Soft Skills)
• Relationship Management (Soft Skills)
• Tech System Navigation (Hard Skills)
• Inventory Management (Hard Skills)

Job Summary:

• Manages domestic orders adhering to company policies, controls, guidelines to meet customer requirements. 
• Communicate and coordinate with logistics team, warehouses third-party logistics companies to ensure orders are fulfilled, shipped, and delivered on time. 
• Create and maintain SOP's to meet customer requirements for service levels.
• Interacts daily with Customer Relations Analyst to maintain and manage customer master files in ERP system. 
• Support customer's needs while increasing efficiencies and decreasing costs.
• Provides support with the development & implementation of processes and systems related to the CRM & ERP implementation.
• Provides ongoing support to business process mapping sessions to the ERP system with subject matter experts (SMEs).
• Manages voicemail to assist internal and external customers and handles all calls immediately and professionally, ensuring superior customer service.
• Inbound and outbound phone calls

Skills on Resume:

• Order Management (Hard Skills)
• Logistics Coordination (Hard Skills)
• SOP Creation (Hard Skills)
• ERP Management (Hard Skills)
• Cost Efficiency (Soft Skills)
• CRM Support (Hard Skills)
• Process Mapping (Hard Skills)
• Call Handling (Soft Skills)

Job Summary:

• Drive exceptional brand & buying experience
• Implement and drive Key Performance Indicators (KPIs) to measure performance throughout the customer lifecycle
• Support data collection, reporting and analytics for key metrics
• Collect and analyze customer interaction information to identify useful data drivers in the optimization of the customer experience
• Support the generation of new quotes and order fulfillment
• Own the Spare Parts Daily on Time Delivery (OTD) KPI Reporting
• Drive action by interfacing with internal buyers and/or vendors to expedite and track orders and ensure on-time delivery
• Identify customer service issues, work with the appropriate departments to drive to a resolution
• Manage the survey response program, increase survey deployment, improve response rates and NPS scores

Skills on Resume:

• Brand Experience (Soft Skills)
• KPI Management (Hard Skills)
• Data Analytics (Hard Skills)
• Customer Insights (Hard Skills)
• Order Fulfillment (Hard Skills)
• OTD Reporting (Hard Skills)
• Vendor Coordination (Hard Skills)
• Survey Management (Soft Skills)

Job Summary:

• Retain detailed records of customer survey responses, identify trends of both promoter and detractor details
• Track and analyze trends with customer complaints and identify areas for improvement
• Drive training and improved understanding of the customer service personnel on the associated benefits/consequences of their decisions/actions on the customer experience
• Build and maintain strong customer relationships
• Drive customer journey mapping activities within the organization
• Maintain International Standardization Organization (ISO) standards
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct
• Adhere to health and safety policies and practices
• Conform to all pandemic requirements identified by regulating authorities and ATS leadership during pandemic situations

Skills on Resume:

• Survey Analysis (Hard Skills)
• Complaint Tracking (Hard Skills)
• Customer Service Training (Soft Skills)
• Relationship Building (Soft Skills)
• Journey Mapping (Hard Skills)
• ISO Compliance (Hard Skills)
• Ethical Conduct (Soft Skills)
• Health & Safety Adherence (Hard Skills)

Job Summary:

• Quickly develop and maintain a deep proficiency in the Aftersales Targeted Marketing program
• Collaborate closely with agencies, Marketing, CRM, and Aftersales teams to ensure business needs are identified and aligned to provide consumers with an effortless service experience
• Create and manage compelling consumer-facing parts and service communications to increase retailer service volume to support growth in parts and accessory sales
• Leverage new technologies, data, and telematics to improve CRM effectiveness, enhance communications and drive greater service marketing response
• Increase retention for older car parc through creative deployment of owner communications
• Aftersales digital oversight, including social, search engine optimization, and Tier 1,2,3
• Monitor and analyze Aftersales KPI reporting cadence to identify retention opportunities
• Responsible for high quality internal and external communications related to Aftersales Targeted Marketing results, Assurance business, and other key areas of Aftersales
• Advocate for the Volvo Cars brand and specifically Aftersales to ensure initiatives are championed

Skills on Resume:

• Marketing Proficiency (Hard Skills)
• Cross-Team Collaboration (Soft Skills)
• Consumer Communication (Hard Skills)
• Tech & CRM Utilization (Hard Skills)
• Retention Strategies (Soft Skills)
• Digital Marketing Oversight (Hard Skills)
• KPI Monitoring (Hard Skills)
• Brand Advocacy (Soft Skills)

Job Summary:

• Respond to incoming requests via telephone, email, and online live chat to identify, inform and sell the correct hosting product to meet the customers' needs.
• Maintain an excellent knowledge of portfolio of products and services.
• Respond to incoming requests for cancellation of services and identify opportunities to achieve retention.
• Achieve and exceed sales and retention targets.
• Direct customers to online knowledge base to improve their future self-service capability.
• Document customer cancellation outcomes to add to knowledge of reasons why customers choose to cancel their services with us.
• Report regularly to Telesales & Customer Retentions Manager on all activities relating to the role.
• Engage with assigned customers quarterly to ensure they are happy with service and to remind them of other products/services in which they may have interest
• Work with the assigned Account Manager to ensure follow up for those customers with a sales need
• Work with Service Department to ensure follow up for those customers with a service need
• Manage list of customers to call on a quarterly basis

Skills on Resume:

• Customer Engagement (Soft Skills)
• Product Knowledge (Hard Skills)
• Retention Strategies (Soft Skills)
• Sales Target Achievement (Hard Skills)
• Self-Service Promotion (Soft Skills)
• Cancellation Analysis (Hard Skills)
• Activity Reporting (Hard Skills)
• Customer Follow-Up (Soft Skills)

Job Summary:

• Inbound and Outbound Customer Communication
• Provide excellent customer service while supporting service requests from wholesale customers and vendor accounts through phone or email systems. 
• Diagnose technical, training or partnership needs through strategic communication.
• Schedule/Prioritize technician schedule daily for field service and shop work including emergency service requests, preventative maintenance requests, new installations and equipment rebuilds.
• Input and actively pace and sequence appointments through shared calendars, status sheets, and other cross-functional tools.
• Actively communicate expectations or changes with customers and bridge to sales/business development team.
• Receive and process service work orders into invoices for both wholesale customers and vendor accounts according to their billing timelines and in accordance with internal invoicing guidelines.
• Manage and execute pre-planning checklists with customers depending on visit type including: opening order, video walkthrough, etc. 
• Share with an impacted cross-functional team.
• Reconcile and manage accurate equipment information within tools: equipment spec sheet (primarily sales use), Fishbowl, training materials, etc.

Skills on Resume:

• Customer Communication (Soft Skills)
• Technical Diagnostics (Hard Skills)
• Scheduling Prioritization (Hard Skills)
• Appointment Coordination (Hard Skills)
• Cross-Functional Communication (Soft Skills)
• Service Invoicing (Hard Skills)
• Pre-Planning Management (Hard Skills)
• Equipment Data Management (Hard Skills)