Aftersales Coordinator

Role: Aftersales Coordinator

Reporting to: Commissioning & Aftersales Manager

Ancasta represent some of the world’s most prestigious yacht/motorboat manufacturers. On occasion, our highly valued customers need to call upon warranties to put things right which is why we are in search of truly superb Aftersales Coordinator

A ‘key’ face of the Ancasta Yacht Services business, you will be dealing with our customer’s when issues have occurred with the boat we sold them. The successful candidate will be intuitive, with an instinctive ability and capacity to carefully navigate and manage every customer interaction.

Exceeding customer expectation is both a fundamental and core to this role and what Ancasta does. Always going the extra mile and providing customers with a ‘best-in-class’ customer experience is part of the Ancasta philosophy.

The role holder will be of a ‘can-do’ mindset, have a natural ability to collaborate both internally with colleagues and externally with manufacturers and local and overseas trades.

The successful candidate will be a solutions-focussed person who relishes in delivering quality outputs, at pace but who can also juggle multiple customers’ who may also have competing priorities

Responsibilities will include but will not be limited to the following:

• Client communication – providing a single point of contact for all warranty claims during the warranty period.
• Technical investigation – fact finding and collecting as much information as possible, to determine viability of claims and delivering an expedient solution.
• Processing warranty claims with the relevant manufacturer, ordering and tracking parts.
• Developing and maintaining an excellent rapport with contractors and counterparts in the build-factories to ensure a highly professional and efficient service is delivered.
• Organising worldwide logistics, local service agents and our own technicians for support visit as required. Collaboratively managing each of those relationships – recognising that at peak times, influence will be needed to deliver an outstanding service.
• Ensuring technicians and sub-contractors are fully briefed so as to the nature of the problem, the proposed solution and timeframe for resolution is clearly understood by everyone, including the customer.
• Ensuring customers are kept fully informed of the progress and status of all work being carried out. Competently recording updates on Ancasta’s interactive Aftersales App.
• Delivering and maintaining highest levels of administration, ensuring all warranty costs are recharged to sub-contractors or manufacturers as appropriate.

• Settling disputes relating to warranty contract in a professional, courteous and calm manner.
• Working closely with and informing Line Management in the event of any issue which requires escalation, so appropriate action can be quickly taken.
• Maintaining a flexible, warm and polite approach towards every customer, providing the very highest level of customer service, enhancing customer experience wherever possible.

Person specification:

• Recent and relevant experience of Aftersales/Warranty within the marine leisure industry.
• Knowledge of boat repair/warranty issues.
• Excellent communication skills, both written and verbal.
• Strong attention to detail, and determination to follow a point to conclusion.
• Ability to use own initiative, work well as part of a team and under pressure.
• Solid IT skills, ability to use multiple systems, knowledge of Oracle Netsuite desirable
• Effective, hard-working team player, with an upbeat and energetic outlook.

Interested individuals should submit a copy of their CV together with a covering letter to Lee Newell HR Manager at the following email address: [email protected]