The Quoting Associate will be responsible for delivering a lead in customer experience to drivers and fleet contacts alike, ensuring quotes and queries are dealt with efficiently and completed accurately within service level agreements.

EXPERIENCE YOU’LL GAIN:

• Provide front-line support to the business to resolve quote issues and queries.
• Contribution to efficiency and innovation strategies
• Liaise with TPS team to find solutions to process improvement suggestions

KEY EXPERIENCE & SKILLS:

• Attention to detail is imperative
• Problem solving, solutions focused
• Good analytical skills, ability to identify best practices
• Good numeracy skills
• Excellent communication skills with a strong service ethic
• Organised and can manage your own workload
• A strong customer focus, with a first-time resolution approach

WHAT YOU’LL BE DOING:

• To respond to day-to-day enquiries and to ensure that tasks are prioritised and completed within agreed SLA’s.
• To carry out quotes to support team workload and ensure they are accurate and delivered within the agreed SLA’s.
• Be prepared to take ownership of processes, actions & queries, and be prepared to investigate and resolve queries or escalate them accordingly
• To build and maintain excellent working relationships with clients, colleagues and internal stakeholders.
• To ensure documentation and files are maintained to satisfy audit requirements.
• Display our Toyota Way Competencies at all times.
• Be responsible for own development, requesting coaching and training as appropriate.
• Full understanding of all SLAs and client requirements through following policies and procedures and adhering to them.
• Adhere to our quality guidelines, be receptive and respond positively to feedback and actively participate in coaching.
• Fully understand our customer satisfaction measures (Net Promoter Score and Customer Satisfaction Index) and be mindful of this in every customer transaction.

HOW YOU COULD STRETCH THIS ROLE:

• Handling of Escalations of complaints and query resolution, including the recommendation of corrective actions and implementation of preventative measures.
• Proactively identify and resolve operational issues and develop / maintain process flows and work instructions for activities to improve efficiency, enhance service, minimise errors and reduce costs.