Description:
As an AGCO Finance Sales Support Officer, based from our Dublin office, you are primarily responsible for the processing of pre-deal information at proposal stage & deal support before the contract is activated. You will also be responsible for answering inbound calls from customers and dealers and helping with queries relating to existing contracts. You work closely with Area Sales Managers and Sales Development Representatives, supporting them with their tasks where required.
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Day To Day
- Customer Service
- Acting as the key contact point for Ireland
- Building relationships with key stakeholders
- Receiving and solving inbound queries by phone and email from dealers and customers
- Managing customer feedback and complaints processes
- Deal Set Up
- Liaising with retail customers and dealer staff to gather all relevant information required to submit an accurate and credible proposal to the Credit team
- Ensuring customers are given an adequate explanation of credit searches and KYC requirements
- Preparing documentation suite and dispatching to the customer/dealer for signing. Ensure that the customer has adequate information to understand and complete the documents
- Assisting, where appropriate, with obtaining KYC information on proposals
- Deal Management
- Packaging and preparing deals received in the office for processing
- Expediting documents for retail deals to ensure prompt service for retail customers and paying out to the dealer
- Chasing the resolution of queries re. “incomplete” deals with dealers and customers
- Managing re-sign process when appropriate
- Supporting the Wider Business
- Supporting Area Managers by providing cover for them when required
- Providing ad hoc project / testing support for new systems
Key Performance Indicators
- Deal processing times as measured by CRM systems
- Customer service; measurement including dealer NPS surveys
- Quality / Accuracy of processing deals
- Compliance with group policy and regulations including mandatory training
- Identification of process improvements and/or process efficiencies
- Internal Reporting including month and year end figures