IVR Manager (Centurion) at MAN Automotive (South Africa) (Pty) Ltd

Description

• Manage the IVR process (International Vehicle Return Process).
• Manage the end dates when the buyback / tradeback vehicles are due to return.
• Analyse the inspection reports to ensure correct cost allocation between customer, R&M/ Warranty.
• Communicate the repair costs to the respective stakeholder: New Vehicle Sales Executive and New Vehicle Sales Manager.
• Ensure correct costing of the repairs after inspections.
• Resolve customer disputes regarding the defects identified.
• Ensure that the IVR repairs are completed on returned vehicles.
• Manage and monitor the IVR team.
• Manage and finalise all intake reports on the IVR System.
• Manage and monitor the SLA performance of the inspection partner/supplier.
• Ensure timeous and high quality delivery in the loading of the inspection reports.
• Manage & implement reporting on the IVR KPI performance to MAN local & global business partners.
• Monitor bank settlements and customer payments to avoid interest penalties.
• Align with MAN Financial Services to monitor the performance of the buyback & tradeback portfolio.

Requirements
Qualifications:

• Technical qualification or a comparable qualification.

Skills:

• Customer focused (Internal and External).
• Good communication (oral and written) & interpersonal relations skills.
• Must be results and process orientated, be proactive and team orientated.
• Work independently though being a team player.
• Excellent administrative and organizational skills.
• Analytical and strategic skills to identify problems thereafter solve them.
• Working knowledge of the warranty, repair and maintenance contracts.
• Experience in new and used vehicle sales processes.
• Attention to detail Leadership and organisational skills.

Experience:

• Commercial vehicle experience in a technical/ workshop environment - 5 years.