DELIVERY SPECIALIST


Metro Lexus
Cleveland, Ohio

Last Day to Apply: April 29, 2017

METRO LEXUS needs a Delivery Specialist. This is our client’s contact regarding questions about technology in their car. A Delivery Specialist trains to become a subject matter expert on Lexus technology and afterwards provides a complete explanation of vehicle features, warranty and maintenance schedule to clients. A Delivery Specialist also answers phone calls and assists guests in the Service Dept. with questions.  A Delivery Specialist must maintain customer satisfaction scores at or above Lexus standards. We are looking for someone who is outgoing, articulate, familiar with technology, has patience to teach, a high energy level and outstanding customer follow-up skills. We offer $14-$15 an hour plus monthly bonus, benefits, 401(k), vacation pay and much more. Qualified candidates must have a high school diploma or GED, be able to pass a background check, hair follicle drug screen, have a valid driver's license, clean driving record and be able to work in an all-weather environment. EOE M/V/F/D

JOB SUMMARY 

A Lexus Delivery Specialist under the guidance of the Sales Managers will assist customers in resolving concerns with vehicle technology features for all Lexus vehicles. 

ESSENTIAL JOB RESPONSIBILITIES

Listing of essential job responsibilities:

  1. Present Lexus products in an effective manner that ensures customer understanding

  2. Maintain a high degree of product and technical knowledge. Conduct continuous research and maintain a collection of Lexus product and technical information.

  3. Resolve customer inquiries for vehicle technology issues.

  4. Troubleshoot Vehicle Technology features.

  5. Master product knowledge on all vehicles.

  6. Develop and practice presentations for all Lexus vehicles and their features.

  7. Maintain and utilize a collection of technology information and resources to assist in explanations.

  8. Assist customers in the delivery of their vehicles and personalize those deliveries to their needs.

  9. Demonstrate vehicles features, technical and dynamic systems, and controls.

  10. Introduce and explain quick guides and online resources for more in-depth information.

  11. Create a smooth transition from the LDS (within 30 days of purchase) to the LTS (after 30 days) for future needed information.

  12. Maintain a log of all customer deliveries.

  13. Follow up on delivered vehicles within a specified amount of time to ensure customer satisfaction and understanding of featured technology

  14. Assist in the design of the training curriculum

  15. Train Sales Staff and other dealership personnel on new technology

  16. Pro-actively engage with customers who visit the dealership to answer questions and respond to concerns.

  17. Pro-actively collaborate with the Sales department to assist customers with their technology concerns by appointment.

  18. Oversee deliveries for the sales team ensuring proper information is explained.

  19. Any other related responsibilities as assigned by manager.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

QUALIFICATIONS

Education and Experience requirements:  High school diploma and higher education, plus one to two years related experience and/or training, or equivalent combination of education and/or experience.

Must also posses the ability to operate computer proficiently. Ability to comprehend and analyze technical manuals. Good written and verbal command of the English language.

  • To perform this job successfully, an associate must be able to perform each essential responsibility satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

 

    • Reasonable accommodations may be made to enable an associate with disabilities to perform the essential responsibilities and handle the physical demands of this position within the work environment.

 

COMPENTENCIES

 

Strategic Skills:

Understanding the Business

Functional/Technical skills – Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Technical Learning- Picks up on technical things quickly; can learn new skills and knowledge; is good a learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.

Making Complex Decisions

Learning on the Fly - Learns quickly when facing a new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence an the underlying structure of anything.

Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Operating Skills:

Keeping on Point

Priority Setting - Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Getting Organized

Organizing- Can marshal resources (people, funding, material, support) to get thins done, can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.

Personal and Interpersonal Skills:

Relating Skills

Approachability - Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting formal and incomplete information in time to do something about it.

 

Managing Diverse Relationships

Customer Focus– Is dedicated to meeting the expectations and requirements of internal/external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Presentation Skills - Is effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses; commands attention and can manager group process during the presentation; can change tactics midstream when something isn’t working.

Acting with Honor and Character

Ethics and Values - Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.

Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.

Energy and Drive:

Focusing on the Bottom Line

Action Oriented- Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Perseverance - Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.

Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

CERTIFICATES, LICENSES, REGISTRATIONS

Has valid driver’s license

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. While performing the duties of this job, the associate is regularly required to talk or hear. The associate frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The associate is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The associate must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment: 

The work environment characteristics described here are representative of those an associate encounters while performing the essential responsibilities of this job. While performing the duties of this job, the associate is frequently exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions. The noise level in the work environment varies from moderate to loud.

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