Open Vacancy
Business Development Center Coordinator m/f
Yrausquin is looking for a responsible and dynamic Business Development Center Coordinator technician to join our BDC Team!
- Do you possess:
- Good communication skills
- Good listening skills
- Customer service oriented mindset
- Basic computer skills
- Passion for cars and the automotive industry
- Are you fluent in English, Papiamento, and Spanish or Dutch?
- Do you have experience as a help desk or customer service agent or similar?
- Do you have minimum a MAVO diploma or equivalent degree?
If you are eligible please apply now to join the dynamic team at Yrausquin and click here to send us an e-mail!
Full description
JOB SUMMARY
The Business Development Center Coordinator’s core duty and responsibility is to provide outstanding customer service support to all internal and external relations.
The Business Development Center Coordinator’s is the central point of all the information the company’s customers need. In order to ensure high customer satisfaction, the Business Development Center Coordinator’s provides information, responds to inquiries about products and services, and ensures that all of its customers are handled fairly and promptly.
The Business Development Center Coordinator’s acts as the first point of contact for its internal customers (departments) and their customers, making sure that all customer inquiries are addressed.
On any given day, a variety of tasks may be performed.
MAIN DUTIES AND RESPONSIBILITIES
The main duties and responsibilities of the Business Development Center Coordinator role are mentioned below.
General
- Provide information by answereng questions and requests.
- Ensure maximum customer satisfaction and loyalty, whilst working together with other departments.
- Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
- Maintain high ethical standards in daily activities.
- Prioritize work to ensure all deadlines are met.
- Address client complaints and refer them to the appropriate manager for additional follow-up and resolution.
- Maintain a clean and professional environment.
- Take initiatives to help others in the company as needed or required.
- Assist Host / Hostess accommodating waiting customers in the Showroom.
- Responsible for other duties as assigned and/or required by business need.
- Submit the daily appointment sheet, and daily update of clients’ concern
Business Development Center
- Provide information by addressing all inquiries, concerns, and complaints of customers and colleagues.
- Create letters, postcards, WhatsApp messages, and e-mails based on a pre-defined timeline for follow-up and appointment reminders.
- Track and document all activities and customer interactions in the customer relationship management (CRM) system.
- Ensure that appointments are scheduled, confirmed, and posted in the DMS/CRM system and no-show customers are contacted and rescheduled.
- Maintain the customer information in the database.
- Ensure that the transportation schedule is up to date and all pick-ups and drop-offs are coordinated properly.
- Collaborate with internal teams to align strategies and ensure a seamless customer experience.
- Coordinate with the team to schedule appointments and facilitate customer visits.
- Forward any Customer concerns to correct Departmental Manager and follow-up.
Sales
- Contact customers based on current marketing initiatives.
- Respond to customer inquiries, requests, and complaints.
- Contact customers to schedule a sales appointment.
- Maintain a clean and presentable counter at all times.
- Greet, welcome, direct, and announce customers in a friendly and courteous manner.
- Create new lead for sales using CRM.
Parts
- Send parts arrival note to concerned department with ETA’s (if available).
- Follow up on parts orders to keep customers and Parts department informed on the status.
- Notify the customer of new parts arrivals and arrange the necessary appointment(s).
- Complete the necessary reports for Parts Management.
- Establish good relationship with any local and international companies when dealing on the daily.
Service / Body Shop / Lease
- Inform customers on parts order status, including back orders.
- Follow up with Bodyshop customers or insurance (paying party) for quotation approval
- Follow up with and/or update Body Shop customers on the status of their insurance approval.
- Update Audatex Claims Solutions Group Program according to process.
- Update Yrausquin Rental sheet.
- Arrange replacement vehicle for lease/fleet customers.
- Notify departments, as needed, about replacement vehicles for lease and/or fleet customers.
- Contact and inform customers on recalls and make the necessary appointments.
- Schedule a DTI inspection for lease/fleet customers.
POSITION REQUIREMENTS
- Minimal MAVO diploma or equivalent preferred.
- At least 1 year experience in a similar position; or as a help desk or customer service agent, and administration knowledge is a plus.
- Ability to manage own time efficiently
- Take initiative and work well unsupervised
- Ability to maintain a professional appearance and interact positively with others.
- Able to work under stress.
- Customer friendly
- Organizational skills
- Discreet and reliable
- Effective and Efficient communication skills
- Proficient reading and verbal communication skills in English, Spanish, Papiamento, and Dutch
- Should have basic computer skills and be capable of utilizing the computer as an appropriate daily tool. Proficient in using Microsoft Word, Excel, Outlook, all Certified Dealer Software.
SKILL REQUIREMENTS
Skills required to perform principal/additional duties and responsibilities:
Achieving High Standards focuses on ensuring customer satisfaction, getting results, displaying professionalism, and maintaining awareness of details. This includes understanding the importance of serving the customer and anticipating their needs, being a “self-starter”, consistently achieving or exceeding goals, showing concern for all aspects of the job, monitoring activities over time and following ethical standards set by the company.
Working Effectively with Others focuses on valuing teamwork, listening, speaking and writing effectively, and influencing customers. This includes being aware of the impact of one’s own behavior on others, using active listening skills to demonstrate understanding and sensitivity, adjusting explanations for different audiences to ensure understanding, expressing ideas clearly and organizing them in a logical and concise form, and persuading others to change their opinion based on the information that one provides.
Handling Pressure focuses on adapting to change, maintaining composure, resolving conflicts, and multi-tasking. This includes the willingness and ability to change work practices or priorities in response to changing conditions, maintaining performance under stress or opposition, maintaining quality while shifting back and forth between two or more activities, remaining sensitive to time deadlines and conflict situations, and settling disagreements by objectively analyzing viewpoints.
Managing Complexity focuses on planning and prioritizing, problem solving, and making decisions. This includes re-evaluating priorities and re-organizing workload to meet demands, identifying problems, determining relationship between “cause” and “effect” and examining information from different sources to formulate the best course of action.
Applying the Basics focuses on referencing written information, applying basic math skills, using computer systems, following and learning new procedures, maintaining awareness of and following safety procedures, and troubleshooting problems. This includes understanding information gathered from written text, diagrams and graphs; solving arithmetic problems; using computer systems to access and input information; and being able to locate and identify problems encountered on the job.
Understanding and Using Business Knowledge focuses on applying technical knowledge, updating necessary training and certifications, and using knowledge of dealership operations. This includes the ability to apply the appropriate technical knowledge necessary to complete automotive repairs and services. It also involves understanding and applying appropriate technical knowledge and experience to perform automotive services including maintenance, diagnosis and repair, and installation effectively using dealership resources, such as tools, electronic and drivability equipment to perform the job. Other skills include assisting in controlling costs and executing dealership policies and procedures to ensure customer loyalty
Yrausquin
L.G. Smith Boulevard 112
Oranjestad
Aruba
Email: info@yrausquin.com
Tel: (297) 524 4444
Fax: (297) 582 6661
(297) 524 4480
Our opening hours are from:
Monday to Friday:
8:00 AM – 5:30 PM
Saturday:
9:00 AM – 1:00 PM
( including Service Dept. & Quick Lane® )