Spare Parts Executive at HMD Nigeria

Basic Responsibility

• Ensure prompt and accurate response to client requests.
• Ensure proper calculation and delivery of prices on the quotation.
• Ensure proper allocation of parts related to customer requests and orders.
• Monitor and ensure timely ordering of parts from suppliers or from the warehouse and ensure accurate deliveries to clients.

Accountability & Responsibility
Scope of Accountability:

Support to the Customer:

• Maintain a close working relationship with our customers
• Establish regular telephone contact with our customers to ensure that they are in receipt of quotations and fully understand the message that is delivered through quotations.
• Ensure that the spares processing and delivery happens in a speedy timeframe.
• Liaise with the customer to manage their expectations and let them know when they can expect parts or the timeframe to receive them from the supplier.
• Support to stores and purchasing
• Ensure regular communication of parts’ requirements to stores and purchasing to ensure logistical planning
• Ensure repeat/call off orders and monthly commitments are known
• Establish clear communications to allow for sales business plans and slow-moving parts requirements

General:

• Support the Company’s vision “To become THE ONE, the most valuable brand for machinery solutions in Africa” by contributing continuously to a Customer-Value and a Customer-care-driven culture.
• Live the Company’s values in all internal and external activities and relations.
• Interact with members of the Aftersales Team and with employees in a constructive, productive and unselfish way that supports the development of synergies and the result of the Company.

Specific Job Description

• Ensure a requisition is promptly raised for any non-stock items that are required.
• Prepare quotations for every client’s inquiry with the complete information needed.
• Created quotation with the use of software application (SAP System).
• Generated and submitted weekly reports to the management for quoted offers, client’s complaints and even proffer suggestions on how to build client relationships.
• Regularly followed up with the client on the status of open quotations till the deal is closed won or closed lost.
• Generated customer satisfaction report for the management.
• Follow up with active and inactive clients to discover how we can assist/serve them better.
• Attended all incoming emails, calls, and inquiries.
• Research and provide customers with correct part information by utilizing all available resources to determine customer need
• Ensure customer satisfaction where possible, during your dealings.
• Maintain regular telephone contact with your customer list
• Ensure you target customer sales for parts promotions
• Complete quotations and invoicing in a prompt and efficient manner
• Engage with the aftersales accountant to ensure payments are made on time for the account sales you have made
• Identify potential customers that can utilize elements of our support in alternate brands
• Regularly update customer contact details both on Salesforce and SAP
• Work closely with the storeman to ensure parts and waybills are prepared in a reasonable time frame for the customer to take
• Ensure you have a list of any parts you are waiting for, and their requisition numbers and that you chase them on a regular basis with the Parts Co-coordinator
• Advise customer on substitution or modification of part when replacement is not available
• Advise customer of any quality improvement or service bulletin on part replacement
• Maintain communication with customers on open orders
• Communicate effectively to build strong, long-term, trusting relationships with customers
• Promote a one-stop shop to customer
• Gather as much data as possible from the client regarding their machine operation and hours so the business can improve its actionable data.
• Connect and liaise with suppliers to ensure all information and details are collected in a timely manner.
• Connect with suppliers to resolve any issues faced with quotations/responses received or supplies received.

Education

• Minimum of a Bachelors’ Degree
• 1-3 years of professional experience as a Customer service Executive, Sales Executive

Technical Competencies:

• Excellent presentation skills.
• Excellent marketing and sales skills.
• Good interpersonal and networking skills.
• Excellent negotiation skills.
• Must be self-motivated and results-driven.
• Must be an avid team player
• Able to work under diverse working conditions
• Able to handle pressure and give out optimum results

Leadership Competencies:

• Possess personal qualities of Integrity, Respect, and Commitment to corporate mission.
• Excellent Interpersonal, Communication, Collaboration and Influence abilities.
• Customer Driven (Internal & External).
• High energy with a strong Drive for results.
• Creativity and Innovation, with the ability to come up with new ideas and initiatives.
• Inclusiveness and ability to work well with different cultures and working environments.
• Solid Interpersonal, Communication, and Collaboration abilities- carry on clear and effective written and verbal communication; demonstrate objectivity, openness and acceptance of others' ideas.