CSR - Customer Service Representative

Customer Service Representative - Teesside

Hrs: Monday to Friday 0700hrs to 1530rs
(Alternative Saturday a.m.)

- Competitive salary = company bonus scheme
- Company pension

Volvo Truck and Bus are one of the World’s leading manufacturers of commercial vehicles. At Volvo Truck and Bus we are passionate about what we do and who we are. We believe our employees are our greatest asset to enable us to deliver excellent service to our customers. Our culture promotes training and development to help individuals reach their career goals and encourages positive working relationships between staff and managers where ideas are valued.

We have an exciting opportunity for a Customer Service Representative (CSR) to join our team at the Teesside depot. As a CSR you will play a pivotal role in the customer experience. You will guide our customers along their journey with us, developing effective relationships with them. Your responsibilities will include, but may not be limited to:
  • Proactively promote our services and up-sell products to our customer
  • Develop the Dealerpoint labour and parts sales by proactively promoting the services and products available through effective customer relationships
  • Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract
  • To be the key customer contact and single point of reference for the Dealerpoint
  • Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects
  • Load workshop schedule to maximise capacity utilisation
  • Ensure all resources are available in advance of scheduled work (labour and parts)
  • Ensure that all proposed work is correctly specified based on standard
  • Agree timescales for unscheduled work with customers and follow through to completion
  • Ensure that all authorised work is properly codified on the repair order prior to handover to the workshop.
Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorisation of all incremental work
  • Review quality of job documentation and highlight issues / deficiencies to Workshop Controller for follow up
  • Follow up after service / repair visit to check customer satisfaction as per GVS process.
  • Any other duties that may be reasonably requested by your manager

To be successful in the CSR position you must be able to work in an organised & methodical manner in a fast-moving environment, ensuring that all daily tasks are completed. Exceptional communication skills are key within this position as well as the ability to negotiate and use initiative. Attention to detail within this role is critical and you must be able to adapt your communication style depending on the situation.
Ideally you will have at least 2 years’ experience in a customer facing position with a basic knowledge of MS Office, working knowledge of vehicle technology and an understanding of operators licence laws and regulations.
If this sounds like a role that you would be interested in and you are looking for your next exciting career challenge, then we would love to hear from you.

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success. 

The Volvo Trucks brand has been built up over decades and enjoys a solid position worldwide. It is one of the world’s best known and respected brands within the commercial vehicle industry. It is associated with the core values quality, safety and environmental care. With Volvo Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. Together we move the world we want to live in and help our customers keep their promises.

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