Parts Order Manager

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About Textron Specialized Vehicles

Textron Specialized Vehicles Inc. is a leading global manufacturer of golf cars, utility and personal transportation vehicles, snowmobiles, side-by-sides, all-terrain vehicles, professional turf-care equipment, and ground support equipment. Textron Specialized Vehicles markets products under several different brands. Its vehicles are found in environments ranging from golf courses to factories, airports to planned communities, and theme parks to hunting preserves.

Opportunity

Ransomes Jacobsen Ltd is one of world's leading manufacturers of commercial mowers and turf maintenance equipment. Based in Ipswich, Suffolk, our products are built to enable customers to accurately cut turf grass at football stadiums, golf courses, public parks and roadsides. We are seeking a Parts Order Manager to join our Aftersales department and lead our team of Customer Service Representatives and Despatch Administrators. As the Parts Order Manager, you will liaise directly with our dealers and distributors in order to improve the support provided to the end users of our products.

Responsibilities include, but are not limited to:

• Manage selling prices of spare parts and accessories offered, providing competitively priced parts in order to achieve the Company's financial targets;
• Work with dealers to identify and share best practice in part ordering practices, promotions, and pricing;
• Engage in direct contact with dealers and distributors to develop opportunities to increase parts sales and improve our dealer's ability to support the end user;
• Manage a team of customer service representatives, ensuring that customer queries are answered accurately in a timely manner;
• Manage a team of Despatch Administrators to ensure customer orders are despatched and invoiced within SLA;
• Strong knowledge in measuring, monitoring, and coaching against KPI metrics, whilst using data to convert into actionable workforce plans;
• Maintain and improve operations by monitoring system performance, identifying and resolving problems, preparing, and completing action plans, completing system audits and analyses, managing system and process improvement, and quality assurance programs;
• Oversee the investigation and resolution of customer complaints with relevant departments;
• Manage the relationship with delivery companies to provide customers with competitive delivery options;
• Collaborate with Warehouse teams to improve efficiency of process and improve the customer service we provide;
• Engage in proactive projects to prevent the occurrence of issues in future;
• Develop resources to train dealer staff in using our systems.

Benefits

Education/Skills/Experience Required:

• You should hold a Bachelor's degree or equivalent qualification;

• Strong analytical skills with a passion for interpreting data and sharing insights;

• Demonstrated people leadership and development skills;

• Prior experience in a customer services/sales environment advantageous;

• Committed to delivering exceptional service and understanding the needs and expectations of our dealers, distributors, and end users;

• Exceptional organisational skills, with an ability to work well under pressure whilst managing multiple projects and activities;

• Proficiency with ERP systems (ideally SAP), Power BI, and Microsoft Office (particularly Excel);

• Familiarity with CRM systems, ideally Salesforce.

What We Offer:

• Competitive salary;

• A nine-day working fortnight (every other Friday off work);

• 30 days holiday inclusive of bank holidays;

• Company pension scheme (6% employer contribution);

• Life assurance scheme;

• Company sick pay scheme;

• On-site golf course and football pitch;

• Employee Assistance Programme;

• Long service awards;

• Perks at work (discounted cinema tickets etc.);

• Learning and development opportunities.