3. OBJECTIVES AND KEY TASKS
3.1 Improved profitability
a. To ensure that effective administration supports the dealership%27s sales department.
b. To ensure all documentation is dealt with immediately.

3.2 Customer satisfaction:
a. To ensure that all customer queries are answered immediately.
b. To maintain customer relations at a level enhancing the reputation of the dealership.
c. Customer complaints relating to sales administration to be recorded and discussed with Sales Manager.
d. To ensure customers%27 comfort whilst they are in sales reception area.
e. To ensure tidiness of sales reception area.

3.3 Cost control:
a. To ensure lowest cost to dealership in all transactions, accepting customer relations are of paramount importance.
b. To ring back on out-going calls rather than %27hang-on%27 when person called is not immediately available.
c. To control any machinery/lighting etc. so as to maintain reception displays but to limit unwarranted wastage.

4. LIMITS OF AUTHORITY

4.1 Capital expenditure:
Within limits delegated by Sales Manager.

4.2 Personnel:
To ensure all assigned staff are trained and sufficiently experienced to complete tasks involved.

4.3 Operational:
a. To provide a service to sales department that enables objectives to be achieved.
b. To organise work within function to achieve highest level of customer satisfaction.
c. To control reception area to ensure proper image of dealership is maintained.

5. MAIN JOB FUNCTIONS

5.1 Staff:
a. To lead and motivate assigned staff to excel in this vital support function.
b. To maintain standards of appearance and courtesy as expected by the customer.
c. To ensure all training needs are met to develop an effective team.

5.2 Administration:
a. To ensure that all clerical tasks within sales administration are carried out in accordance with company policies (customers follow-up and daily operating controls).
b. To review with Sales Manager all aspects of the functions and tasks to develop better service.
c. Establish adequate safety procedures to protect staff.
d. To maintain a simple and systematic filing system.
e. To maintain records of all telephone traffic.

5.3 Communication:
a. Maintain good liaison with Sales Manager, Service Manager and all other managers.
b. To ensure good customer contact.
c. To maintain an adequate flow of information to staff.
d. To notify Sales Manager of any and all changes in manufacturers%27 policies.
e. To monitor all work of function and make weekly/monthly reports to Sales Manager.
f. To alert Sales Manager to any unusual situations.

5.4 Marketing:
To support Sales Manager in preparing department%27s marketing plan.
6. EXPERIENCE, QUALIFICATIONS AND TRAINING

a. To be impeccable in personal appearance and hygiene.
b. To have experience and skills within administration function.
c. To have detailed knowledge of manufacturers%27 policies.
d. To have a calm and organised approach to tackling problems and workload.
e. To have knowledge and experience of the sales operation within the motor trade.
f. To be capable of conversing with all manner of visitors in a lucid and pleasant manner.
g. To display a friendly but business like approach to visitors.
h. NVQ Level 2/3, Administration, Customer Service

7. MAJOR RESPONSIBILITIES FOR RESULTS

7.1 Profitability:
All records to be accurately updated daily

7.2 Cost control:
No sale or revenue from sales to be delayed due to inaccurate, delayed or incomplete documentation

7.3 Resources:
All customer reception facilities to conform to specified standard at all times