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Stars are created out of passion. A fundamental quality that has been driving our automotive journey for over a hundred years. At Mercedes-Benz, we strive to provide our employees with an environment that brings out the star in them. So they can deliver exceptional results. Because at the end of the day, the true reward lies in surprising yourself, and others. If you like to be challenged, motivated and be a part of an exceptional team, come join the stars.

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2-3 Years experience in a reputed automobile dealership selling premium segment cars. Interested candidates may email or send resume to : –HR Shaman Wheels Pvt Ltd. 178, Metro estate, CST Road, Kalina, Santacruz East. Mumbai- 400098 Email ID : careers@teamshaman.com Landline :022 – 67166666
Any bachelor degree with computer proficiency; minimum 1 year of experience; good English communication skills, Customer oriented attitude, team player; sensitive to customer needs; ability to handle customer queries/ complaints. Interested candidates may email or send resume to : –HR Shaman Wheels Pvt Ltd. 178, Metro estate, CST Road, Kalina, Santacruz East. Mumbai- 400098 Email ID : careers@teamshaman.com Landline :022 – 67166666
Objectives of the job- Improve Customer satisfaction by implementing CSI improvement plans as recommended by MB India and also as initiated by the dealership. Act as one point contact for all customer complaints related to sales. Develop and implement a mechanism to capture customer feedback at various steps which will help to define proper counter measure to improve Customer Satisfaction. Responsible to create delight for customers during the delivery process. Qualification o Basics: Any Bachelor degree o Experience (type of): 1-2 years experience as CRM executive or front office executive o Specialized Knowledge: Communication skills, Customer oriented attitude, team player, sensitive to customer needs, ability to handle customer queries/complaints, analytical skills Job Designation/Field of Work: 1 CSI Improvement  Discuss with marketing and CRM Manager and Sales manager to develop an action plan for CSI improvement at the dealership  Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc)  Capture customer feedback post delivery through feedback form and analyze the customer feedback  Develop counter measure to eliminate negative feedback from customers in future  Conduct post sales follow-up to capture customer feedback in case if customer has not yet returned the feedback form  Update customer follow-up’s in e-dealer  Coordinate with MB India CS team and marketing team for CSI surveys, CRM activities etc  Provide feedback to sales department on customer complaints or any other issues that may affect Customer satisfaction 2 Delivery process:  Coordinate with sales consultants and delivery process coordinators to ensure 100% preparations for new vehicle delivery.  Prepare arrangements for gifts, bouquets, flowers, photograph during delivery process  Ensure customer delight during new car delivery process by implementing innovative and exciting ideas during delivery process 3 CR activities:  Develop monthly, quarterly and yearly plan for CRM activities with the support of Marketing and CRM manager  Conduct CRM activities like direct mailers, customer meets, customers driver’s training etc  Communication to all the customers through telephone, direct mailer on all CRM activities 4 Customer Database management:  Check in e-dealer whether all the mandatory fields are recorded.  Provide feedback to sales executives in case of any missing fields in e-dealer  With the support of telemarketing team & After sales team , old customer database cleaning has to be done, in terms of checking and updating the contact and address of old customers (> 1year)
Objectives of the job- Improve Customer satisfaction by implementing CSI improvement plans as recommended by MB India and also as initiated by the dealership. Act as one point contact for all customer complaints related to sales. Develop and implement a mechanism to capture customer feedback at various steps which will help to define proper counter measure to improve Customer Satisfaction. Responsible to create delight for customers during the delivery process. Qualification o Basics: Any Bachelor degree o Experience (type of): 1-2 years experience as CRM executive or front office executive o Specialized Knowledge: Communication skills, Customer oriented attitude, team player, sensitive to customer needs, ability to handle customer queries/complaints, analytical skills Job Designation/Field of Work: 1 CSI Improvement  Discuss with marketing and CRM Manager and Sales manager to develop an action plan for CSI improvement at the dealership  Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc)  Capture customer feedback post delivery through feedback form and analyze the customer feedback  Develop counter measure to eliminate negative feedback from customers in future  Conduct post sales follow-up to capture customer feedback in case if customer has not yet returned the feedback form  Update customer follow-up’s in e-dealer  Coordinate with MB India CS team and marketing team for CSI surveys, CRM activities etc  Provide feedback to sales department on customer complaints or any other issues that may affect Customer satisfaction 2 Delivery process:  Coordinate with sales consultants and delivery process coordinators to ensure 100% preparations for new vehicle delivery.  Prepare arrangements for gifts, bouquets, flowers, photograph during delivery process  Ensure customer delight during new car delivery process by implementing innovative and exciting ideas during delivery process 3 CR activities:  Develop monthly, quarterly and yearly plan for CRM activities with the support of Marketing and CRM manager  Conduct CRM activities like direct mailers, customer meets, customers driver’s training etc  Communication to all the customers through telephone, direct mailer on all CRM activities 4 Customer Database management:  Check in e-dealer whether all the mandatory fields are recorded.  Provide feedback to sales executives in case of any missing fields in e-dealer  With the support of telemarketing team & After sales team , old customer database cleaning has to be done, in terms of checking and updating the contact and address of old customers (> 1year)
Objectives of the job The Sales Consultant is to sell new Mercedes-Benz vehicles as well as optional extras, accessories, financial services, Insurance. He represents the brand, provides excellent customer service and is the key contact between the customer and the company. The salesperson has to establish and maintain a personal and life long contact and relationship with the customer, thus achieving high customer satisfaction and keeping them loyal to the brand. He provides the customer information and solutions on product and services to meet their needs and desires. He meets sales targets with high customer service standards. Qualification o Basics: Any Bachelor degree o Experience (type of): 2-5 years experience is sales (with at least 2 years in automobile sales) o Specialized Knowledge: Communication skills, analytical skills , Negotiation skills, basic computer skills, team player, ability to work in dynamic situation Job Designation/Field of Work: 1 Meeting and Greeting 2 Analysis of needs and requirements 3 Able to relate features to advantages and benefits for customers Provide proof of the benefits (e.g. test drive, literature and data, etc) 4.Static demonstration Perform dynamic demonstration/ test drive with planned route and professionalism Discuss experiences with customer after static or/and dynamic demonstration Presentation of offer 5 Observe customer’s conversation to find out requests, needs and desires Check, discuss and clarify needs by using questioning techniques (open, target and close questions) Capture prospect details in “Prospect card” Based on needs analysis, recommend a product that meets requirements Provide estimation of product sales process (lead time for product arrival) Product demonstration (static and dynamic) Proper greeting of customer in showroom or field areas Introduction of self, offer business card Assist customer when the requested salesperson is not immediately available Offer refreshment, child care or guidance to other products and services if required Present offer of the right match to customers needs Present other packages ( accessories packages) Discuss and clarify terms and conditions of offer (especially promotional offers) Handling of objections/ difficult customer interface/ negotiation Argumentation focused on the customer benefits and not on the price (value for money) If the salesperson has no solution, communicate with the manager 6. Closure of sale 7. Delivery of new vehicle 8 Inform all internal parties of schedule delivery Preparation of vehicle deliver documentation Inspect vehicle and confirm delivery time with customer Present and explain all features of the vehicle, celebrate the delivery of the car Obtain receipt of vehicle by customer Ensure that the company received the payment Introduction to the service advisor Follow-up after delivery, build and enhance customer relationship 9Prepare all necessary documents Explain sales contract, record details properly and review with customer Obtain confirmation Plan follow-up after vehicle delivery (3 hr, 3day, 1 month, every 6 month) Collect customer feedback on the overall sales experience and document it in e-dealer Reminder of service Promotion of company’s activities in relation to new product launch, car sales campaign and service campaign Make the appropriate recommendation which is cost effective to the customer to gain customer’s trust Continuous maintenance of customer relationship by regular contacts to customers, invitation of customers to events, mailing of Mercedes-Benz magazine, offer of assistance (e.g. for service bookings, etc.) Build and expand customer database Perform all showroom duties Attend sales and marketing activities Active prospecting of new customers through direct mailing , cold calls, cold visits/canvassing and referrals Using available IT database tool to keep track of own prospects and customers (e.g. Autoline) Performing CRM, i.e. keep regular contact with customers and prospects (e.g. birthday cards, anniversary cards, etc) Keep track record of walk in, telephone enquiry of customers and prospect 10 E-Dealer Updating Enter prospect details in e-dealer within 24 hrs of contact with prospect Update all the follow-up and test drive details in e-dealer within 48 hrs time Note: In case dealership is having a separate e-dealer executive , fill the prospect card and handover the same to e-dealer executive and ensure that all the details are entered in e-dealer
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