Foreman | Al-Futtaim | FAMCO

Job Requisition ID: 177150

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview Of The Role:

• The Customer Support Representative is responsible for handling customer inquiries for Linde parts sales, ensuring swift and accurate processing and delivery of orders. The role requires maintaining high customer satisfaction, meeting individual parts revenue targets, and achieving budgeted sales revenue targets. The incumbent plays a critical role in both customer interaction and logistics coordination to fulfill customer needs while also handling payment collection and invoice explanations. Success in this role requires excellent interpersonal skills, technical knowledge, and a strong drive for achieving high customer service standards.
What You Will Do:

Customer Interaction

• Attend promptly and greet customers with a smile.
• Ask open-ended questions and record customer requests without delay.
• Collect accurate symptoms of complaints from the customer for quick resolutions.
• Empathize and clarify customer requests.

Parts Order Management

• Ensure an adequate number of orders as per the business flow.
• Explain the content of order in detail to customers.
• Check parts order status and promise correct delivery time.
• Provide proper cost estimate and delivery time to customers.
• Minimize return orders from customers.

Active Delivery

• Ensure keeping promised delivery time to customers.
• Coordinate with the parts department to ensure order completion on time.
• Update customers on order status and completion.
• Check and ensure accordance of invoice and delivery performed.
• Inform customer after order completion and agree on payment time.
• Explain the parts order and invoice to guide the cashier.
• Deliver the parts in person or arrange delivery.

Parts Revenue Targets

• Achieve given revenue targets.
• Promote value-added parts sales.
• Ensure monthly overdues are not more than agreed targets.

Customer Satisfaction

• Obtain high standards of Customer Service Values.
• Resolve customer concerns at the earliest time to ensure satisfaction.
• Achieve high CSV Reports / Scores and AFAG Standards Reports / Scores.

Required Skills To Be Successful:

• Customer service skills and ability to handle customer requests effectively.
• Technical understanding of automotive parts and service processes.
• Strong communication and interpersonal skills.
• Proficiency in MS Office and ERP systems for business process management.
What Qualifies You For The Role:

• Diploma or Bachelor of Automobile/Mechanical Engineering.
• 3 to 5 years overall experience in automobile dealership, with at least 3 years in Service Dept. as a Service Advisor, preferably in Buses/Commercial Vehicles.
• Proficiency in automotive dealer/distributor business processes and MS office applications, including ERP.
• Skills in customer handling and communication, with logical thinking to understand technical problems.
• Customer service orientation, honesty, responsibility, cultural sensitivity, and ability to work in teams.
About Al-Futtaim Automotive

A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.

Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. 

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.

What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.