Manager Customer Service Operations (MCSO)Manage branch Service Operations & Service Team to ensure achievement in monthly and yearly target.
Responsible for achieving targeted workshop productivity, efficiency and labor sales through effective utilization of 3-in-1 as a management tool.
Responsible for the handover of vehicle to Service Advisor with all customer requests duly attended as promised.
Ensure strict compliance to company's policies and procedures pertaining to warranty jobs, cash and credit cards.
Ensure prompt submission of well-documented special service campaigns, technical reports, and fix-it-right programs.
Monitor & manage daily Services and B&P workshop operations.
Compliance to Toyota Services and B&P standard operating procedures.
Strategize in carrying out marketing activities and expand spotter network to achieve B&P targets.
Manage the retail sales by organizing and leading Service Advisors in their achievement of targeted sales, throughput, and implement aggressive selling and customer retention activities.
Responsible for effective utilization of 3-in-1 system to monitor WIP, back order, follow up, appointment, and service reminders.
Plan and manage front office reception to achieve targeted customer satisfaction index by ensuring effective implementation of service performance standards.
Ensure effective liaison on operational and administrative matters with both internal departments and external suppliers.
Liaise with the respective team leaders in identifying the training needs and selection of suitable technicians for the respective technical training programs.
Initiate regular meetings/discussions/reports on job distribution, handover, and other related operational problems to achieve a high degree of customer satisfaction.
Undertake any other ad-hoc assignments or duties assigned by superior when required.#J-18808-Ljbffr