Job description
Job Purpose:
To provide exceptional customer service and support for the rental of heavy equipment by assisting clients with equipment selection, rental agreements, scheduling, and issue resolution. Ensures customer satisfaction by delivering accurate information, maintaining strong communication, and coordinating with internal teams to fulfill rental needs efficiently and professionally.
Customer Service Tasks
Customer Service Excellence:
- Provide professional and knowledgeable assistance to customers, offering the best hire options.
- Answer incoming calls and emails especially related to hires, invoices, breakdown reports.
- Provide timely and competitive responses to secure orders like Quotation requests or training schedules.
- Feedback Field Sales Team calls to office that needs their attention or visit.
- Upsell Training especially IPAF
Order Management:
- On Time hire conversion of hire enquiries into hire orders following agreed offer.
- Ensure accuracy in order entry to minimize disputes and credit notes.
- Correctly completing Hire Agreements, checking customer credit limit / Accounts on Stop” and validating effectively with all related paperwork before dispatch. (company documents).
Process Adherence:
- On time sending of Quotation, follow up customer documents for Account Opening Form, etc.
- Checking customer credit limit (esp. for Advance Payment) before processing orders.
- Daily Task – Star Calls – inform customer of the hire completion and or follow up hire extensions if necessary.
Hire Agreement Report and On-time Reports
· Accomplish the end-to-end process for the Hire Agreement Preparation, Processing Collection and Hire Exchanges.
Paperwork Management
- Print TPC, Registration and Insurance for Delivery Note attachments.
- Ensure that all Delivery and Collection Notes are scanned, filed, and uploaded in H drive.
Communication and Relationships:
- Build strong relationships with colleagues and coordinate with the local depot transport coordinator.
- Proactively communicate with customers to bolster relationships and increase revenue.
- Provide support to Credit Team for any clarifications related with Pricing concerns.
Internal Sales Tasks:
Negotiation and Dispute Resolution:
· Negotiate best hire terms, discuss invoice disputes, and settle in consultation with the BDM, CM
Customer Interaction:
- Provide professional and knowledgeable assistance to customers, offering the best hire options.
- Answer incoming calls and emails specially related to hires, Invoices to answer customer concerns.
Account Management
- Actively manage and retain an active customer base.
- Develop and sustain a solid relationship between Rapid Access and its customers
Post-Sales Engagement
- Conduct post-sales follow up customer calls customer to ensure high level of customer satisfaction.
- Ensure that all customer complaints, issues, and queries are resolved promptly and effectively. Escalate matters when necessary and maintain detailed logs for reference.
New Business Development
- Actively sell Rapid Access’ products and service offerings to customers and prospective customers
- Proactively seek and identifying new sales opportunities by targeting a combination of existing and prospective customers
- Maximise sales by continually expanding orders and up-selling on all incoming and outgoing calls
- Attending to walk in customers.
Administration & Reporting
· Perform regular and timely reporting functions including quotes, bookings, renewals and contract activation
Skills
QUALIFICATION AND EXPERIENCE REQUIREMENTS:
· The ideal candidate will possess the following qualifications and experiences:
Essential:
- Customer Service Background: Previous experience in customer service roles, emphasizing a customer-centric approach to sales and relationship management.
- Target-Oriented Background: A track record of thriving in a target-related environment, with a history of meeting and exceeding objectives/KPIs.
- Negotiation Skills: Ability to exhibit effective negotiation skills with both internal and external stakeholders, ensuring successful business transactions on commercially viable terms.
- Proficiency in Microsoft Office: Demonstrated proficiency in using Microsoft Office applications, including Word, Excel, and PowerPoint.
- Strong Communication Skills: Excellent verbal and written communication skills in English, enabling clear and effective communication with clients and team members. Having an excellent telephone manner is important.
- Team Collaboration: A collaborative mindset with the ability to work effectively within a team.
- Problem-Solving Skills: Capacity to identify challenges and proactively find solutions to ensure customer satisfaction.
- Time Management: Effective time management skills to handle multiple tasks and priorities.
Desirable:
- Proven Sales Expertise: Demonstrated success in sales, whether in a field or telesales capacity, showcasing the ability to identify and reach prospective customers effectively.
- Industry Knowledge: Sound knowledge of the heavy machinery, construction, or related industry, providing valuable insights into customer needs and industry trends.
- Language Skills: Proficiency in reading and writing Arabic, enhancing the ability to communicate effectively with a diverse range of customers and stakeholders.
In addition to the above the job holder shall carry out any other duties as are deemed necessary to carry out the role. Especially when colleagues are on leave covering of duties will be required.
