Position Description - Customer Installation Specialist
Applies to: all Noel Leeming team
Overview
To provide excellent customer service to all customer communications and to achieve fulfilment targets for the business. Comply with all applicable business and industry specific legislative/regulatory requirements. The primary purpose of the role is to generate maximum revenue and to satisfy customer inquiries in accordance with the company’s SPIRIT values. The Customer Fulfilment Centre operates on a roster in a seven day shift environment. The Customer Installation Specialist is responsible for the home delivery and installation of products sold by Noel Leeming Group Limited such as whiteware, brownware and computer products. They will have a sufficient level of product knowledge to correctly install and demonstrate the product being delivered. The removal of old appliances and packaging may also be required. Reinforce high standards with regard to performance, safety, customer service and adherence to company values. Support the on-going commercial viability of the business by contributing to effective annual business plans and consequently the management of costs, revenues and suppliers.
Our Way
‘SPIRIT’ is Noel Leeming Group’s values and behaviours that help guide our actions and decision-making with everyone we interact with including our customers and each other.
• Strive Our standards are high yet daily we strive to exceed them.
• Passion Passion is the heart of everything we do.
• Integrity We do the right thing.
• Respect Respect for all guides our actions and decisions.
• Innovation We provide innovative end-to-end solutions.
• Teamwork We work together to achieve our goals.
Nature and Scope of Role
To make Noel Leeming a great company to do business with by:
• A commitment to excellent customer service.
• Being aware of the competitive and customer oriented nature of the work to be undertaken.
• Appreciate the necessity for maintaining and improving upon Noel Leeming’s market position.
• Being conversant with all Company systems, policies and procedures.
• Having respect for the privacy of the customer when completing home deliveries.
• Demonstrating a close working relationship with other Installation team members.
• This role will ensure all Operational activities comply with the Noel Leeming Group’s requirements for quality management, People Support (Human Resource) and Health and Safety stipulations, and general duty of care.
• The professional image of the Company is projected positively at all times this includes the wearing of the Company uniform.
Key Responsibilities/Accountabilities
Duties and Relationship Management
• To conduct self in a professional manner at all times, this also covers personal presentation, demeanour and driving Company vehicles
• Follow NLG booking systems and processes
• Supporting other installation specialists with their on-going training and development
• Assist with the training of new Installation Specialists
• Be responsible for the care and maintenance of the assigned vehicle and any other Company property
• To undertake any other duties as required
Business Performance
• Ensure that all activities are consistent with and supportive of the business plan
• Ensure all customers are delivered highest market leading standard of service
• Provide a high level of customer satisfaction with the home delivery experience
• Take a proactive approach to solving problems when customer expectations are not met
• Ensure that deliveries are performed efficiently to set standards of productivity
• To ensure that all installations are performed to a high standard of quality including demonstrations
• Ensure the security of products and cash in their care
• Follow the non-negotiable service standards for Noel Leeming, including in relation to phone calls
• To understand and conform to all Company policies and procedures
Self-Development
• Keep abreast of industry and professional knowledge
• Attend supplier training days and NLG PK events
• Personal skills and competencies kept up-to-date with professional development
Health and Safety
• To be responsible for and manage for the Store Health and Safety Policy, reporting any unsafe work conditions, equipment or practices
• Ensure the Company is not exposed to unnecessary risk or costs associated with non-compliance
• Demonstrate a high standard of driving courtesy and safety, as this projects the professional image of our company
• Maintains safe, organised and neat work areas, including company vehicles
• As driving a vehicle is a vital component to the role, there is a requirement to retain a Full New Zealand Drivers’ license
Stakeholders
• Customer Fulfilment Centre Team, Booking Team, Store Teams and External Customers
Challenges
• Drive effective and positive management practices aligned to the NLG culture, values and customer needs
• Balancing between customer service and profitability
Professional Qualifications/Experience
• Relevant experience in customer service and home delivery services
Personal Competencies
• Have several years proven experience at an equivalent level
• Demonstrate emotional maturity at all times
• Demonstrate a customer service focus
• Display high levels of honesty and integrity
• Dedicated to meeting the expectations and requirements of internal and external customers
• Strong interpersonal skills and capable of building effective relationships with team members, internal teams and customers to gain their trust and respect
• Demonstrates a commitment to delivering on key objectives
• Excellent time management and prioritisation skills
• Accepts full responsibility for self and contribution as a team member
• Display excellent communication and listening skills (verbal and written)
• Values and respects other people’s opinions and contribution at every level of the business
• Anticipates potential problems and proactively addresses them
• Have a clean full New Zealand Driver’s License
• Display a high standard of driving ability and courtesy
• Be able to physically manage heavy loads into sometimes difficult locations
• Honest and ethical with customers and fellow colleagues at all times
• Results oriented and self-motivating
• Tenacious and resilient, driven to achieve even when faced with obstacles
• Adopts and maintains a professional and positive attitude including standard of dress and demeanour
The above duties and responsibilities within this role are not meant to be limiting – rather to give an outline of essential duties of the position that may change from time to time, which will require flexibility.
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