Latest Recruitment at Peach Cars KE

Role Description

The Car Care team has grown significantly over the last months and is taking more external work i.e vehicle fixes and inspections, consequently the client facing team is facing increased demands. At the same time, the team is relatively inexperienced in the industry and we struggle to balance (1) context-rich communication with (2) selling works and (3) managing customer expectations throughout what can be a challenging and rapidly-changing context.

The team is looking for someone to join to act as a service advisor, provide training and quality control for our other service advisor(s) and inventory consultants, as well as support on the improvement of our operational, communication, and data-management systems.

Roles and Responsibilities:

• Provide excellent customer support

  • Understanding customer needs, scheduling bookings, and coordinating with the internal team to fulfill customer requests.
  • Utilizing knowledge of our services to upsell to past and current customers.
  • Consulting with mechanics about necessary repairs and viable alternatives, and effectively communicating this information to customers via phone calls, messages, emails, and in person. Additionally, coordinating with the workshop supervisor to ensure timely ordering of spare parts.
  • Result: Customers are well-informed about the work being done on their car, confident in our abilities, and satisfied with cost and time estimates. The Service Team consistently delivers exceptional customer service, leading to consistent growth in new and repeat customers.

• Provide support to Service Advisors and Inventory Control Associates

  • Troubleshooting and resolving customer issues promptly and professionally.
  • Planning and forecasting jobs, and achieving sales targets.
  • Conducting regular training on customer service and inventory control.
  • Performing regular inventory audits to track usage, identify discrepancies, and minimize waste.
  • Result: Targets are consistently met through proper job planning, forecasting, and achieving sales goals for both new and existing customers.

• Manage Car Care inbound and outbound payments and reporting

  • Facilitating all inbound payments from clients, including providing quotations and invoices, and following up with the finance team to confirm payments.
  • Tracking and updating all customer information on various team trackers: CRM, Main business tracker.
  • Result: Complete information about cars and customers is recorded at various customer journey touchpoints in the CRM, Business trackers, and Google Drive.

Key Performance Indicators (KPIs):

• Completeness of customer and car data (hard & soft copy) in CRM and business trackers.
• Number and value of quotes issued and approved / not approved.
• Number of new and repeat customers.

Requirements:

This role ideally suits someone who has previously worked as a Senior Service Advisor, Assistant Service Manager, or Parts Manager, seeking better career and reward opportunities.

The successful candidate should:

• Have a diploma in accounting, customer service, or equivalent.
• Possess relevant experience in the automotive industry.
• Demonstrate a high level of accuracy and speed.
• Be a good team player and an effective communicator.
• Be a problem solver.
• Have excellent customer service skills.

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Role Description

The Sales Associate - Buyer Facing role at Peach Cars specializing in selling vehicles to interested buyers. You will ensure that you are delivering an excellent customer experience experience to our potential buyers. You will need to have a strong understanding of vehicles and the market in Kenya. This will support your ability to support buyers in finding a vehicle that meets their needs.

This is a customer facing role - as such the successful candidate must resonate with our values of Ownership, Respect, Challenge and Transparency. This role requires exceptional communication and negotiation skills, as well as the ability to build and maintain strong relationships with our team and customer alike.

Roles and Responsibilities:

Car Sales:

• Negotiate and close car sales with clients by:
  • Understanding customer needs, educating clients on our products and services, and advising them on what best suits their needs.
  • Converting potential leads into active customers.
  • Result: High customer satisfaction, deep knowledge of vehicles, successful car sales.
• Collect and input data into various trackers/CRM and information banks provided by the company.
  • Result: Data is accurately and timely collected in trackers.
• Collaborate with the sales team and other departments such as Finance, Car Care, Product, Customer Experience, and Marketing to increase sales and company growth.
  • Result: Strong collaboration across teams.

Relationship Management:

• Build and maintain trusting relationships with customers throughout their journey at Peach by:
  • Approaching potential customers and building trusting relationships.
  • Understanding customer needs and developing plans to address them.
  • Resolving customer complaints quickly and effectively.
  • Owning all customer communication and proactively sharing information.
  • Aiming to preserve customers by upselling and cross-selling our products/services with assistance from the customer experience and car care team.
  • Result: Strong customer relationships, active and transparent communication with clients, successful take rates on vehicles.

Requirements:

The individual should:

• Possess strong communication skills (both verbal and written).
• Have strong relationship building, networking, and negotiation skills.
• Have a deep understanding of the industry and the competitive landscape.
• Be a good collaborator and work well with internal and external teams.

Peach Benefits:

• Competitive Salary
• Health insurance cover
• Flexible work plan/hybrid work plan
• Business-related expenses covered, including:
  • Transportation during work hours/for work purposes fully covered.
  • Airtime and data used for work purposes fully covered.

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Role Description

The Sales Associate - Private Seller role at Peach Cars specializes in handling customers interested in selling their cars. As the Sales Associate for Private Sellers, you will ensure our customers have a seamless and satisfying experience selling their car with Peach Meaning, you will build relationships with sellers, understand their unique needs, and deliver an excellent customer experience via strong communication and care.. This individual will serve as the main contact point for customers, addressing inquiries, resolving issues, and maximizing customer satisfaction throughout the car selling journey. This is one of the most important roles at Peach as without supply; we cannot generate demand. Therefore, it is one that must be approached with focus, care and commitment to outcomes.

Duties and Responsibilities:

Relationship Management:

• Establish and maintain strong relationships with customers looking to sell their cars.
• Act as the primary point of contact for sellers, guiding them through the selling process.
• Understand the unique needs and preferences of individual sellers.
• Address inquiries promptly, ensuring a transparent and informed selling experience.
  • Result: No customer complaints; consistent and steady management of relationships (i.e., no major backlog).

Support Car Sales:

• Assist sellers in listing their vehicles, ensuring accurate and compelling representations.
• Provide guidance on pricing strategies based on market trends and vehicle conditions.
• Coordinate and facilitate the negotiation and closing of sales transactions.
• Clearly communicate the selling process, terms, and conditions to sellers.
• Educate sellers on the platform or service features, benefits, and additional offerings.
• Handle and resolve seller concerns, inquiries, and disputes in a timely and effective manner.
• Collaborate with internal teams to address technical or operational issues affecting sellers.
• Provide regular reports on key performance indicators related to the selling process.
  • Result: Healthy conversion of vehicles being sold with Peach; accurate and timely data filling; no customer complaints.

Requirements:

• Bachelor's degree in Business, Marketing, or a related field.
• Proven experience in account management or customer success.
• Excellent communication and interpersonal skills.
• Ability to guide customers through complex processes with empathy and clarity.
• Knowledge of CRM tools and sales management software.
• Customer-centric mindset with a commitment to delivering exceptional service.
• Negotiation and sales skills.

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Role Description

The Inventory Control Associate will be responsible for maintaining the team’s inventory. This involves maintaining accurate inventory records, ensuring proper storage conditions, managing suppliers and managing the movement of items within the organization

Duties and Responsibilities:

• Maintain detailed records of all transactions and acquisitions and create inventory reports.
  • Results: All expenses and transactions with suppliers and vendors are tracked in the monthly expense tracker.
• Conduct regular stock checks and reconcile discrepancies.
  • Result: Monthly audits and detailed audit reports on inventory and tools month over month (MoM).
• Implement inventory control measures to ensure proper movement of inventory within the Company and to prevent losses.
  • Result: Management system for all team tools/shared tools with a daily register and daily checks.
• Identify potential suppliers, conduct negotiations, and establish partnerships with various vendors.
  • Result: Building and maintaining relationships with VAT-registered suppliers to ensure quick and cost-effective parts acquisition; tracking information around suppliers, parts, and prices.
• Ensure timely and cost-effective acquisition of inventory.
  • Result: Timely sourcing of consumables at the most competitive prices.
• Requisition and receive spare parts and tools from various suppliers, verifying quality and quantity against purchase orders.
  • Results: Sourcing the right parts at the most competitive prices; taking samples to suppliers, providing options for customers (OEM, genuine, ex-Japan), sharing chassis information, etc.
• Adhere to safety guidelines and ensure a safe working environment in the storage area and while using tools.
  • Results: Maintaining a clean and well-organized garage.
• Monitor the use of tools and equipment in the team to ensure no loss or damage to the tools.
  • Result: Effective tool issuance system and policy with proper accountability.
• Collaborate with the team to ensure all needed spare parts and tools are readily available.
  • Result: Spare parts readily available to Technicians during repairs.

Role-specific KPIs:

• Turnaround time (TAT) on parts order
• Correctness of parts order
• VAT compliance
• Value of parts sold
• Number of tools lost/missing
• Value of tools lost/missing

Requirements:

• Diploma or Degree in Supply Chain Management or a related field.
• 1-2 years in a similar role.
• Technical knowledge to understand vehicle components is a must.
• Problem solver.
• Excellent attention to detail.
• Proven experience in inventory management.
• Good communicator and interpersonal skills.
• Valid driving license is a must.

Candidates should be able to speak to how they understand and would add to our company values, which include:

• Ownership: Complete work is the expectation; going above and beyond is who we are and what we do.
• Respect: Communication is key and is always done in a respectful manner, no matter how difficult; as a team, we may disagree but we commit.
• Challenge: As a company, we are anti-comfort zones; Peach is a place for learning and growth.

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Role Description

The Car Care team has grown significantly over the last months and is taking more external work i.e vehicle fixes and inspections, consequently the team is becoming more client facing and as such the requires a personable vehicle Service Advisor who can guide clients through their Car Care customer journey, and act as the liaison between our customers and our internal team as well as support on the improvement of our operational, communication, and data-management systems.

Roles and Responsibilities:

• Understand customer needs and coordinate with the internal team to ensure customer requests are fulfilled.
  • Result: Complete data about the car and the customer enables the team to fully meet customer expectations.
• Schedule bookings for maintenance, servicing, or diagnostic inspection for our customers.
  • Result: All customer requests are scheduled with full information in the CRM.
• Receive all customers and ensure they check in and check out properly.
  • Result: All cars received for service in our garage have duly filled check-in and checkout forms filed.
• Use knowledge of our services to sell to past and current customers.
  • Result: Existing customers return for additional services; make referrals to new customers.
• Consult with Technicians regarding necessary repairs and possible alternatives, and relay the information to customers. Additionally, liaise with the parts consultant and workshop supervisor to ensure timely parts ordering.
  • Result: Service advisor is fully informed on repairs, and the right parts are sourced timely.
• Ensure all customers receive timely updates on their car's status through phone calls, messages, and emails.
  • Result: Customers are informed about the work being done, confident in our ability, and follow-ups are done post-repairs for job satisfaction.
• Facilitate all inbound payments from clients, providing quotations and invoices and following up with the finance team for confirmation.
  • Result: All customer accounts are settled within required timeframes, and quotations meet both customer needs and Peach business interests.
• Ensure proper and accurate documentation and record-keeping.
  • Result: Complete records and documentation on all cars and customers filed physically and digitally.
• Track and update all customer information on various team trackers such as CRM and Main Business tracker.
  • Result: All customer and car information recorded in CRM, car care business tracker, Google Drive, and hard copy filing system.
• Assist Peach Technicians in keeping inventory of car care tools, standing in for Parts Consultant and managing tool and consumables inventory.

Role-specific KPIs:

• Completeness of car data in hard copy systems.
• Completeness of customer data in CRM and car care business tracker.
• Number and value of quotes issued.
• Value of quotes issued and approved/not approved and reasons.
• Net Promoter Score (NPS) ranking/feedback from customers.
• Repeat customers.
• Referral customers.

Requirements:

The successful candidate should:

• Have a diploma in accounting or customer service or equivalent.
• Relevant experience in the automotive industry.
• High level of accuracy and speed.
• Be a good team player and an effective communicator.
• Be a problem solver.
• Have great customer service skills.

Candidates should be able to speak to how they understand and would add to our company values, which include:

• Ownership: Complete work is the expectation; going above and beyond is who we are and what we do.
• Respect: Communication is key and is always done in a respectful manner, no matter how difficult; as a team, we may disagree but we commit.
• Challenge: As a company, we are anti-comfort zones; Peach is a place for learning and growth.