Service Advisor

Logistics, Sales & Operations · Sales & Business Development · Customer Success

In short

The Service Advisor is responsible for the proactive daily operation of the service reception, ensuring customer needs and expectations are met from inquiry to invoice completion. This role focuses on customer relationship development, work scheduling, providing product information, processing orders, resolving customer issues, and ensuring operational compliance to optimize workshop utilization and foster long-term customer relationships.

Responsibilities

Develop and implement a customer contact plan for product launches and sales campaigns.
Act as the first point of contact for customer queries and complaints, resolving them or escalating as needed.
Assign short-term work schedules to a team to meet expectations and timelines.
Provide advanced product/service information and respond to complex customer questions.
Record and process custom/special orders, coordinating with relevant teams.
Respond promptly to advanced issue escalations and provide managerial approvals.
Produce, update, and support complex Microsoft documents, databases, and departmental systems.
Monitor team members' use of the CRM system and resolve standard issues.
Set clear objectives for sales calls/meetings and identify customer interest and needs.
Drive customer renewals through exceptional service and support sales teams.
Identify and report instances of noncompliance with policies, procedures, or regulatory codes.
Develop own capabilities through assessment, development planning, training, and coaching.
Maintain understanding of relevant technology, external regulation, and industry best practices.

Requirements

Proactive approach to daily operation of service reception.
Ability to meet customer service needs and expectations.
Experience in customer relationship development and prospecting.
Proficiency in handling customer inquiries and complaints.
Skills in work scheduling and allocation.
Ability to provide advanced product/service information.
Experience in customer order processing.
Capability to resolve customer issues and escalations.
Expertise with Microsoft documents, databases, and departmental systems.
Experience with CRM systems.
Ability to clarify customer needs and set sales objectives.
Skills in driving customer renewals.
Understanding of operational compliance and regulatory codes.
Commitment to personal capability building and professional development.

Desired Qualifications

Gain or maintain external professional accreditation, where relevant.
Attend conferences and read specialist media to stay updated on industry best practices.

Skills

MicrosoftCRM

#Customer Relationship Development#Prospecting#Work Scheduling#Allocation#Product Information#Service Information#Customer Order Processing#Resolving Customer Issues#Administration#Customer Relationship Management#Customer Needs Clarification#Renewals#Operational Compliance#Personal Capability Building

About Scania Group

Scania is a world-leading provider of transport solutions committed to a better tomorrow. Our purpose is to drive the shift towards a sustainable transport system. In doing so, we are creating a world of mobility that’s better for business, society and our environment. Employing more than 50,000 people in about 100 countries, Scania’s research and development is concentrated in Sweden, while production takes place in Europe and South America.

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