Job Description
At Ben Burgess, we want to empower progress and sustainability in agriculture, construction, and groundscare industries, contributing to the development of thriving communities and preserving our environment for generations to come. Rooted in our motto 'Where Service Still Counts,' we dedicate ourselves to serving others through our unwavering commitment to providing exceptional machinery solutions and fostering genuine partnerships. Are you driven to enhance customer satisfaction through proactive support and effective collaboration, ensuring customers always feel valued? Do you excel in a role that blends service excellence with company growth? The Proactive Customer Service Consultant role is a key component in our commitment to elevating our Aftermarket department and the customer experience by proactively monitoring and managing centralised machine dashboard systems across all suppliers. This position, while not physically customer facing, is crucial in maintaining exceptional customer service levels through telephone and electronic communication, ensuring our customers feel supported and valued at every interaction. As a Customer Service Consultant, you will work within our Centralised and Connected Support Department collaborating with outlet service managers and technicians to facilitate seamless service operations and achieve complete customer satisfaction. By capitalising on opportunities to drive sales, recommending preventative measures, and offering informed solutions, you will simultaneously uphold our culture of service to our customers and their industries while contributing to the growth and profitability of the company. Your responsibilities as a Proactive Customer Service Consultant will include: Capitalizing on the John Deere Expert Alert system and Diagnostic Trouble Codes (DTCs) to identify new business opportunities and drive sales from first alert to completion. Utilizing the Remote Display Access (RDA) system for pre-work on Expert Alerts and DTCs, proactively identifying additional services and products that can enhance customer satisfaction and drive revenue. Engaging with customers to recommend preventive measures and solutions. Streamlining work scheduling using our Scheduler tool. Evaluating all Expert Checks (vehicle health checks) completed by Service Technicians in your area of responsibility to identify upselling opportunities, converting prospects into successful retail sales. Delivering exceptional customer service by handling inbound calls and inquiries, promptly addressing issues with machines in your area of responsibility. Collaborating with Service Managers to ensure proper job allocation based on Technician availability and work priority, maximizing productivity and revenue generation. Ensuring seamless completion and follow-up of all work through various channels (Expert Alerts, Service Alerts, Expert Checks, etc.) to drive customer satisfaction and sales. We value candidates who possess: Demonstrated ability to effectively communicate with customers, understand their needs, and resolve their issues. A willingness and capability to learn systems quickly. Proven experience in identifying sales opportunities, as well as effectively upselling additional services or products to existing customers. Problem-solving and analytical skills. Experience working with service managers, technicians, and other team members to ensure smooth service operations and customer satisfaction. Willingness to adapt to new technologies, processes, and industry changes. Clean Driving Licence. What you can expect from us: Inspired by our founder Ben Burgess, we believe that the key to success lies in nurturing our team members. His core principles continue to shape our approach today, ensuring that our employees are well taken care of. Furthermore, you can expect a competitive overall package tailored to your role, along with an array of benefits that include: Equitable pay, subject to annual reviews, with details available on the application page; A transparent bonus system tied to your individual performance and depot success, with regular updates on your progress; Unrestricted investment in your personal and professional growth, without the constraints of a training budget; A recognition of the importance of work-life balance, offering enhanced holiday and sick pay schemes. Help us shape our vision for the future and join us at Ben Burgess and experience the difference of working with a company that genuinely values and invests in its people. To apply: You can apply online by clicking the button to the right or send your CV to HR & Recruitment, Ben Burgess, Europa Way, Norwich, NR1 2EN. Ben Burgess is an inclusive employer that embraces both Disability Confidence and Neurodiversity. If you need any assistance with your application or require accommodations, please feel free to reach out to our HR team at or give us a call at 01603 628251. We are here to support you throughout the application process.