MAIN WORK ACTIVITIES

Customer Service

a.   Provide all the Vines Group customers with a level of service that will achieve the highest level of customer satisfaction, retention and loyalty.

b.   Seek to improve all aspects of quality and minimise customer complaints, dissatisfaction and defection.

c.   Develop all members of staff to achieve the highest levels of performance in order to guarantee a. & b. above.

Personnel:

a.   Determine the levels of staff required to achieve the established organisational targets and objectives.

b.   Recruit, interview, select, hire and train sales staff subject to authority delegated to line managers.

c.   Select and appoint sales trainees.  Ensure that training standards are fully maintained so that future manpower requirements are covered.

d.   Establish and maintain training needs analysis (T.N.A.) to provide satisfactory levels of knowledge, skill, job satisfaction and cost-effective development of key sales personnel.  Ensure up-to-date and accurate documentation to allow grant and fee redemption if available from time to time.

e.   Ensure that ‘in-dealership training’ takes place using skilled staff members to provide the highest standards of training in a cost-effective manner.

f.    Work closely with and motivate all staff within the Sales Department in order that they work to the highest degree of commitment and attention to customer needs.

g.   Build relationships with all sales staff in order to provide them with all necessary support, coaching and encouragement to improve all aspects of their job performance.

h.   Operate the Vines Group’s staff performance appraisal system and ensure actions are taken on results.

i.    Establish and review salary scales and incentive schemes within the Vines Group’s   Pay plan structure in conjunction with,and with authority from, the Dealer Principal and Group Managers.

Administration:

a.   Set up and maintain robust and reliable administration systems to ensure that all records are accurate and kept up to date.

b.   Review with Dealer Principal all activities within the department including prospect information and analysis, results of promotion and marketing, and review of Sales Department effectiveness.

c.   Ensure that customer sales and order processes are maintained correctly to avoid delay, mistakes or extra cost.

d.   Ensure dealership/Group safety and security procedures exist and are operated at all times.

e.   Monitor cleanliness of showroom, forecourt sales area and other sales-related areas.

f.    Ensure that sales staff are assigned to stock maintenance and that systems exist to cater for this.

Communication and Interaction:

a.   Maintain a professional working relationship with all other departmental managers.

b.   Advise Dealer Principal/General Manager and all other managers on all matters relating to new and used vehicle sales and associated products.

c.   Share with the sales team all news, facts and information relating to the products sold, rival products, and market developments.

d.   Maintain a professional working relationship with manufacturers’ representatives and those of other organisations.

e.   Work with other managers to formulate sales and marketing promotions as appropriate.

f.    Ensure adequate product display and point of sale material is available and visible.

Marketing and Promotion:

a.   Initiate marketing plan according to formulated marketing mix for new and used cars.

b.   Plan and conduct new car launches and promotions for maximum, cost-effective, impact.

c.   Analyse market information and registration/sales information for the dealership’s area of responsibility and compare to plans, activities and stock profiles. Instigate corrective action as necessary.

d.   Ensure that the customer database is regularly updated and cleansed as necessary.

e.   Ensure that any electronic information such as email links and website data is accurate, up to date and in compliance with statutory legislation.  Ensure that data is held in the manner required by the Data Protection Acts.

f.    Maintain showroom and outside displays to the highest standard.

Financial:

a.   Monitor and review sales department financial performance daily. Operate a daily/weekly operating control system and provide forecasts as required. Undertake detailed review of Management Accounts and other financial information produced for the department.

b.   Review debtors daily and take appropriate action to collect overdue debts. Ensure that all staff are aware of methods of payment and identification of fraudulent payments, including forged banknotes.

c.   Review all dealership vehicle pricing policies, discounts and part-exchange valuation policies to maintain and improve dealership profitability.

d.   Monitor the age and condition of demonstrator fleet and replace in accordance with dealership policies and franchise requirements.

e.   Monitor finance and credit insurance commission income to ensure planned incomes are met or exceeded. Review sales penetrations of all products and “rate spread” margins to ensure that opportunities are being maximised.

f.   Maintain day to day control of departmental and other costs in order to minimise the dealership’s expenses without adversely affecting service levels or standards.

OTHER DUTIES:

Any other duties as and when required by the Dealer Principal that are reasonably within the capabilities of the person and are aimed at achieving the company’s objectives and goals.

QUALIFICATIONS, TRAINING AND EXPERIENCE

a.   Selling and marketing skills, knowledge and experience of the retail motor industry at a high level.

b.   Skills, experience and knowledge of modern business methods and controls.

c.   An ability to create a workplace environment and culture that allows all staff to develop and excel in their jobs.

d.   Coaching and mentoring skills to help sales staff overcome weaknesses and shortcomings.

e.   Exceptional customer facing and interpersonal skills to enable difficult situations to be overcome successfully.

f.    An ability to negotiate effectively and at a high level together with good numeracy and literacy skills.

g.   Up-to-date knowledge of vehicle legislation, consumer legislation and trade practices.

h.   Knowledge and comprehension of the Trade Descriptions, Consumer Protection and Consumer Credit Laws.

i.    Professional qualifications and membership of the I.M.I. an added advantage.

THE MAIN JOB FUNCTION

To facilitate the correct administration of retail sales and provide support to the General Sales Manager and the sales team.

INTERACTION AND REPORTING

Directly Responsible To: Group Sales Administration Manager
Responsible For: No staff responsibilities
Relationships With:As detailed above you will be required to maintain a respectful working relationship with all members of our business and all customers.

KEY TASKS AND PERFORMANCE OBJECTIVES

•To work as directed by Group Sales Administration Manager
•To be responsible and act in a safe and diligent manner at all times.
•To be flexible and accommodating of reasonable requests from all members of staff.

1.To be polite and courteous to all customers and staff.
2.To be vigilant in regard of customer presence and where possible alert a sales executive to the  fact that a customer may require assistance.
3.To make known to the Group Sales Administration Manager/ General Sales Manager any detrimental issues which you become of whilst exercising your duties

•To ensure that you comply with any systems/procedures/paperwork which are operational in nature.

AUTHORITY LIMIT

To ensure all vehicle sales as administration is actioned required to an effective, professional standard that meets the requirements of our operation.

MAIN WORK ACTIVITIES

Key tasks and responsibilities

1. To work as directed by Group Sales Administration Manager. The range of your tasks will be:
a. New Car Responsibilities
b. Used Car Responsibilities.

2. To be responsible and act in a safe and diligent manner at all times.

3. To be flexible and accommodating of reasonable requests from all members of staff.

4. To be polite and courteous to all customers and staff.

5. To be vigilant in regard of customer presence and where possible alert a sales executive/meeter & greeter to the fact that a customer may require assistance.

6. To make known to the Group Sales Administration Manager any detrimental issues which you become of whilst exercising your duties

7. To ensure that you comply with any systems/procedures/paperwork which are operational in nature.

8. To uphold Vines values at all times and enhance the name of the Vines Group where possible.
Relationships

As detailed above you will be required to maintain a respectful working relationship with all members of our business and all customers.
VINES GROUP

New Car Responsibilities Daily

IVS 5000 File Transfer SA3 Orders to Kerridge
Complete Document Download Consignments / Invoices / Credits
Assign Registrations and print AFRLS for consigned cars and advise Sales Execs
Push WIPs for New Sold Cars due on site as advised on Action Request Forms
Confirm Transporter Deliveries and report any damage and follow up / Advise Sales Execs
Tax and Invoice Cars as required for the following days deliveries
Tax and Transfer Demonstrators as requested and create on Coopers / IVS / T-Card / Allianz
Dealer Swaps as required
Complete New Car Orders selling on IVS via SA3
Check Cars going on to S3 consigned 55 Days and above
Check Dealer Planning Calendar and action or prepare for any deadlines
Print Unused Quota and compare to previous day to ensure no unexpected differences
Update DOC with Demonstrators New Orders/Deliveries/Movements in Delivery Months
Update Cash flow with all Purchase and Payment entries to impact on the bank account
Read Info net and action or advise where necessary
Check BMW e-mail 'e dealer code v' and action or advise where necessary
Deal File Audit all delivered cars

Weekly

MONDAY by 12 - BMW/MINI Forecast on New & Used Orders, Enquiries and Registrations
TUESDAY - Read Sales Bulletin action and advise as necessary
Complete AFRL Schedule Copy in File / Copy to Accounts
Check Consigned Stock and put Cars onto S3 as appropriate
Check cars going into build and ensure mix and specification correct
Check Deliveries for the Month as per DOC are still on Schedule and update any changes
Check any vehicles approaching 150 days consigned, forecast and advise Manager
Check Vehicles Profits ensuring all cars showing 8% margin, no accessory or RFL losses
Check Cost vs. Actual and match actual (where less) to clear down
Deal file audit all delivered cars and chase any outstanding items

Monthly / End of Month

Check all New Vehicles have been invoiced as required
Check All Demonstrators / Service Loan Cars have been transferred
Ensure all consignments, invoices and credits have been entered onto Kerridge
Complete New Car stock check Kerridge vs. IVS to ensure all consigned vehicles are on
Kerridge and any fully paid vehicles are showing adopted
Complete final cost vs. actual
Complete final profit check as per weekly but to confirm total units and profit
Check Quarterly figures VZGF to DOC
Check Incomplete status report and amend as necessary
Prepare AFRL Tax Discs for return to Local VRO and ensure appointment made
Refer any incomplete deal files to Manager

Used Car Responsibilities Daily

Check Vehicles in Pending on Coopers and action as required
Check Dealer Portal and launch all available cars
Check Deal Book for New Orders, show as forward sold on IVS and chase deals
Confirm all orders on Kerridge, verify profit to deal book and push Wips as per Action Request
Prepare for or complete all Taxing and Invoicing for the next days deliveries
Submit BCA entries and prepare paperwork for collection
Invoice Trade Deals as instructed
Purchase, stock and fund any used cars on Kerridge, IVS, Coopers and Allianz Web site
De Fleet Demonstrators as requested
Update Cash flow with all Purchase and Payment entries to impact on the bank account
File VMC and History Certificates, send to customer if applicable
Complete and return all VMC and NMR enquiries received
File all DVLA confirmation letters I.e. SORN Acceptance RFL Refunds
Refund Tax Discs as received
Enter lines on VSB for any external invoices
Deal File Audit all delivered cars

Weekly

Check all deliveries for the month as per the deal book to ensure on schedule
Check Vehicle profits Kerridge vs. Deal book
Check for any AUCs or MOTs that are due to expire and action as per authority from Manager
Check for any unsold vehicles that may come of funding and advise Manager
Check Cost vs. Actual and match actual (where less) to clear down
Deal file audit all delivered cars on chase any outstanding items

Monthly / End of Month

Check all retail and trade vehicles invoiced into the month
Complete final cost vs. actual
Ensure all external invoices for the month have lines on vsb
Complete final profit check against deal book
Check Trimester figures VZGF vs. deal book
Complete Used Car Stock check Kerridge vs. T-Cards and VZ60 vs. T-Cards or Kerridge
Check stock files to ensure all AUCs, History and VMC certificates are received
Complete and return any Tax reminder / SORN Notification as per authority from Manager
Check Allianz Website to ensure all owned vehicles and Trade Plates are loaded
Refer any incomplete deal files to Manager

• Receive and respond to customer telephone calls/faxes/e-mails and to ensure they are dealt with to the satisfaction of both the dealership and the customer.

• Monitor and progress all new vehicle orders from factory to delivery point, keeping the sales managers/sales executives informed of any delays or vehicles available for early delivery.

• If necessary arrange dealer swaps via the dealer network and the other Vines dealerships in order to satisfy the needs of the corporate department.

• From the customers vehicle order add the correct specification to the factory build schedule using the systems provided.

• Ensure the vehicle files are maintained thoroughly to ensure they can be easily located for any member of staff.

• Provide the various customers/leasing companies with a weekly status reports using either their or systems or Vines.

• Ensure that all administration within the Corporate Sales Department complies with Vines Group Corporate standards and the internal QMA processes.

• Receive and check the official order against our own ordering systems to ensure these are accurate. .

• Maintain the dealerships Order Bank/Forecasting systems to enable the Corporate Sales Director/Sales Managers to provide the Senior Management team with accurate information on a daily basis.

• Maintain the new vehicle stock list/demonstration list and distribute to the corporate customer base on a weekly basis unless otherwise instructed.

• With the help of the Corporate Director monitor all overdue debtors in a structured manner to keep the Company overdraft to a minimum.

• Invoice all vehicles prior to delivery and despatch to the customer/s within 24/48 hours from the vehicles delivery date together with the delivery documents ensuring they are completed correctly.

• Ensure the vehicle details are entered on to the dealership systems.

• Input vehicle registration details onto AFRL system, issue registration numbers.

• Arrange for vehicles to be taxed and monitor the insurance certificates for validity.

• Issue the pre-delivery inspection sheets and instructions to the vehicle preparation department.

• In association with the department administrator liaise with the delivery drivers and transporter companies regarding the planning of all corporate deliveries.

• Assist in the co-ordination and participation of corporate promotional events as and when required.

• Ensure that the corporate departments’ post is sent out on a daily basis.

• Attend customer review meetings.

• Undertake any other duties that may be required to assist the smooth running of the Group Corporate Department.

OTHER DUTIES:

Any other duties as and when required by the Group Sales Administration Manager, General Sales Manager or member of the Senior Management Team ,that are reasonably within the capabilities of the person and are aimed at achieving the company’s objectives and goals.

QUALIFICATIONS, TRAINING AND EXPERIENCE

• Receive training and maintain best practice and computer systems.
• Organised and methodical approach to problem solving. care for and attention to, detail.
• Maintaining knowledge of work methods and product knowledge.