Customer Support Representative

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

We are seeking a dynamic individual to take on the role of Spare Parts Sales Representative. In this position, you will be responsible for driving incremental Spare Parts sales, nurturing existing customer relationships, and expanding our customer base within the assigned area. Through on-site visits, prospecting, and leveraging your technical knowledge, you will provide value-added solutions to our customers, building lasting relationships and achieving sales targets.

What you will do:
- Achieve Parts sales and profitability targets by promoting Aftermarket products and services to customers post-machine purchase.
- Handle customer inquiries and communications effectively, ensuring an exceptional customer experience, resolving complaints, and exceeding expectations.
- Update and maintain customer databases, actively seeking new business opportunities by identifying imported Used units in the market.
- Analyze and manage parts business potential and penetration with assigned customers.
- Gather and report market intelligence related to the Aftermarket segment.
- Monitor and ensure customer monthly overdue payments remain within agreed targets.
- Solicit customer feedback on dealer and machine performance.

Requirements

Required skills to be successful:
- Demonstrated customer service skills with a focus on building strong business relationships.
- Proficient sales skills, including the ability to present opportunities, ideas, and concepts, with strong negotiation and closing abilities.
- Commercial acumen and understanding of business dynamics.
- Excellent negotiation skills with a business-oriented mindset.
- Ability to interact professionally with customers at all levels, from middle management to senior executives and technicians.
- Strong self-planning and time management abilities.
- Professional presentation skills and the capacity to effectively promote the company.
- Proficiency in Microsoft Office applications and strong computer literacy.
- Excellent communication skills in English; fluency in Arabic is advantageous.

About the team:

Join a dynamic and collaborative team dedicated to delivering exceptional customer service and driving business growth. Our team fosters an environment of innovation and continuous improvement, where every member is valued for their contribution to our collective success.

What equips you for the role:
- The ideal candidate will possess a minimum of 5 years of experience in Parts and/or workshop operations, with a strong technical knowledge of earthmoving machines.
- A Degree, Diploma, or equivalent technical qualification is preferred, demonstrating a commitment to excellence in this field.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world's most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.