Central Sales Experience Partner - CXC (PT)

LSH Auto is proud to be part of a respected and world-renowned premium car dealership that dates back over 45 years. LSH International operates over 143 Mercedes-Benz dealerships in markets across the globe in diverse countries such as China, Australia, South Korea, Taiwan, Vietnam, Cambodia and most recently in Germany and the United Kingdom.

Our UK dealerships of high-end automobiles operates under our corporate business LSH Auto Limited and is made up of immaculate dealerships located across Birmingham and Manchester. Dealership sites include Birmingham Central, Erdington, Macclesfield, Solihull, Stockport, Manchester Central, Tamworth and Whitefield.

Based in two of the largest cities in the UK, LSH Auto is easily commutable offering a great line-up of new and approved used Mercedes-Benz and smart car models.

Our state-of-the-art Stockport site, purpose built, three storey facility launched in August 2019 and has become LSH Auto Mercedes-Benz hub for the North West, attracting an unprecedented number of new customers and sales leads in its first year.

Mercedes-Benz of Stockport has two buildings at the flagship site. From its 13,492sqm showroom – the Autohaus; a retail space for new and used cars. The site is also home to an aftersales facility and a 17,166sqm purpose-built high-tech Body, Paint and Repair Centre, which operates as LSH Auto regional Used Car Preparation Facility and Parts Distribution Centre.

Job Purpose

The Central Sales Experience Partner role is to deliver a superlative Customer Experience through “Putting the Customer First. Always”.

Your role is to ensure that you own the customer experience, that you are a host to every customer who wishes to interact from a digital perspective via telephone, email, live chat, video call and virtual appointments to ensure that the customer is moved seamlessly to the next phase of their experience journey of owning a Mercedes-Benz or Smart

You are highly proactive in the front line of the Central Sales department; the Experience Partner is specialised in and responsible for thoroughly qualifying all sales enquiries before passing through to the dealership. For those customers who wish to purchase a vehicle via one of our digital channels, you will assist with the sales of new and used vehicles, finance and insurance products, add-on products and accessories whilst ensuring the highest level of customer satisfaction at all times.

Responsibilities:

• Respond to all enquiries via various communication channels such as telephone, email, live chat, SMS, WhatsApp and video call with the aim of generating virtual appointments to assist customers who may wish to purchase a Mercedes-Benz or Smart vehicle online
• Process enquiries appropriately on the CRM system (enquiry max) to ensure a seamless customer journey, where the customer would like to arrange an appointment to visit the dealership and book a test drive.
• Listen to our customers and use your expertise, creativity, and passion to explore our vehicles and assist the customer with their purchase
• Provide the customer with various finance options and adhere to the FCA rules and guidelines
• Proactively contribute ideas and suggestions for improving our customer’s experience
• Upsell customers by outlining benefits of different vehicle packages and additional insurance products
• Support marketing initiatives through maximising conversion of online and manufacturer leads
• Acquire new customers through following up leads generated from direct marketing campaigns via the various communication channels
• Work collaboratively with our handover departments at all dealerships to ensure seamless delivery of the vehicles
• Troubleshoot and resolve customer service enquiries while building a relationship with the customer
• Take ownership of the customer and follow through with the whole sales process if the customer wishes to buy online
• Continuously look for areas of improvement and communicate trends to leadership as appropriate

Expectations and skills

• Strong problem-solving skills and the ability to think analytically while being able to simultaneously navigate multiple software applications and technologies
• Excellent communication and relationship building skills
• Confidence to self-manage and work independently in a fast-paced, constantly changing environment
• Ability to maintain a high internet speed while working from home
• A workspace that is free from noise or distraction
• Flexible to work between the hours of 08:00 am to 10:00 pm including weekends & public holidays
• Willingness to communicate via video calling
• Build rapport with customers through friendly, engaging communication
• Be passionate about the role and an ambassador for the brand
• Uphold the highest ethical standards, complying with all applicable legal requirements and act with complete integrity at all times.

Mercedes-Benz Careers at LSH Auto

Are you interested in pursuing an exciting and rewarding career? Do you want to be part of the world’s largest Mercedes-Benz retailer? If so, you’ve come to the right place.

Here at LSH Auto, we’re always on the lookout for fresh new talent to join our ever-expanding team. We offer many different career paths and opportunities to showcase your skills, so if you’re passionate about Mercedes-Benz, can contribute positively to a dedicated workforce and have outstanding enthusiasm and drive – we want to hear from you.

Whether you’re looking to shine as an expert Mercedes-Benz technician, take your sales skills to a managerial level or delve into the world of site security, we have the facilities and resources to guide you down the right path. Positions are varied and flexible with competitive rates of pay, so why not take a look at our latest job vacancies below, across Birmingham, Solihull, Tamworth, Manchester, Macclesfield, Stockport and Whitefield? Find out more about each job role including salary information and start making your next career move.

If you admire the craftsmanship and sophistication of Mercedes-Benz and want to join a team that could take your career to new heights, you could be the perfect fit. Send us your CV today.