Head of After Sales
Suzuki Canal Lahore Motors
Total years of experience :14 years, 1 Months
Develop relationships with key stakeholders including suppliers, partners, media, key opinion leaders relative to our business; understand the key requirements and competitive forces in the markets in which our client operate; research, review and feedback on the trends that will impact the Aftersales plan as it is developed; create and develop the strategy to build an exceptional customer following and customer engagement. - Implement, develop and deliver the Aftersales strategy for the business as determined by the General Manager; develop long-term plan for aftercare and support of the product over its lifecycle; build relationships with key stakeholders within the business; lead, motivate, coach and inspire employees and direct reports. - Responsible for all aspects of the customer post-purchase experience, the initial focus will be required on researching, developing and launching an Aftersales program - In conjunction with the Service Manager, establishment of service networks across all planned markets ahead of their respective market entry dates as well as the development and roll-out of warranty program - Accountable and responsible for the production and maintenance of project plans within the overall customer experience program, managing cross functional work streams across the business and ensuring delivery within scope, on time and on budget - Set up a parts distribution system focused on minimizing down-time for owners. - Set up of parts system, consolidating supplier parts and accessories to be distributed - Create, develop and implement the role out of a training program for service, parts and warranty teams - Establishment of customer-oriented KPIs for the after-sales operation worldwide - Management of after-sales budgets, delivering prescribed and agree bottom line performance for the after-sales business
o Brainstorming with business development team to create new project strategies
o Identifying sales and services that would appeal to new clients
o Managing company and client expectations
o Reviewing time frames and budgets
o Creating sales pitches
o Executing sales objectives
o Managing client accounts
o Finding and following new sales leads
o Arranging business meetings and one-on-one conversations with prospective clients
o Attending networking events
o Negotiating sales contracts
o Preparing sales contracts; following company rules and guidelines
o Building trust and long-term relationships with clients/customers
o Managing records of sales, revenue, and other important data
o Making professional decisions in a fast-paced environment
o Motivating team members to exceed expected goals
o Developing ways to improve the customer experience and build brand loyalty
o Researching market and industry trends
Lead team of associates which includes coaching, monthly one on one development sessions, performance appraisals & administering corrective action.
- Prioritize workflow to assure multiple queues with varying complexity were completed within established timeframes.
- Communicate with various departments via email and conference calls to resolve issues and to provide assistance to outside departments.
- Trained team on new or updated processes and held team meetings to discuss updates and answer questions.
- Created and updated reports for quality error trends and made recommendations for improvement.
- Assist other manager's in obtaining system access for team members, scheduling training, & coordinating training audits.
- Provide operational and technical support to Siliker in the development of enhancements for Lab Tracker (LIMS) application and associated applications.
- Identify and document user requirements to investigate, evaluate, select, document, validate enhancements to Lab Tracker (LIMS) and associated applications.
- Maintain reports for all existing and new project requests to ensure all relevant parties are informed of progress status and any issues for enhancements of application.
o Develop and initiate business plans for the auto parts store.
o Maintain and manage auto parts store on a daily basis.
o Display auto parts merchandise in an organized manner.
o Attend on customers and meet their requirements.
o Maintain and manage inventory of auto parts.
o Replenish the auto parts that are sold out.
o Supervise and manage sales persons selling auto parts.
o Develop internal and external customer relationships.
o Negotiate, interact and manage relationships with auto parts vendors.
o Drive sales persons to achieve hundred percent outcomes.
o Provide strong reporting and analytical information support to
management team. Generate both periodic and ad hoc reports as needed.
o Understand customer problems and provide appropriate technical solutions.
o Analyze business information to identify process improvements for increasing business efficiency and
effectiveness. Participate in cross-functional meetings to resolve recurring customer issues.
o Provide branch support and assistance in issue troubleshooting and resolution.
o Excellent communication skills, both in writing and verbally, in local language and English
o Strong customer orientation and organisational skills
o Good interpersonal, written and verbal communication skills with internal and external partners
o Excellent negotiation skills to achieve win/win solutions
o Exceptional customer service and relationship building skills
o Leadership skills with a focus on maintaining a cohesive team atmosphere.
Routine:
Daily Order Processing, In Process Order Check, Error Code Clearance, Fill Rate Verification with, Inventory Dept, Payment Follow-up, W/H & Logistics Coordination, Issues Troubleshooting
Non Routine:
- Distributor Meetings - Distributor Training
Reporting:
- Regional Performance Report, Order & Sales Progress Report, S/R & L/T Progress Report, Sales Plan, Analytical Review Report
Main Aspects:
- Proactive Support to Distributors, Order Receiving Management, Region sales Target Management, Region Potential Sales recovery, Lead Time & Service Rate Management
Responsibilities included sales to Local consumers and Export Customers. Engineered pricing for all Clients. Supported marketing team and provided analysis and expert advice as an Administrator. Dedicated roles for employees, providing guidance in all works. Maintaining daily sales report, market analysis, dealer rebate calculations, pricing of imported parts, preparing catalogs and providing assistance in advertising, Calculations included logistics related to Air Orders, Sea Orders, Local Purchases and Monitoring Competitors Prices. Organized campaigns and events.
Responsible for sales of genuine spare parts.