Customer & Product Retention Specialist
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The Opportunity – Customer & Product Retention Specialist
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About the role:
An exciting opportunity has arisen for a Customer & Product Retention Specialist to join the team at JCB World Parts Centre. This role is responsible for supporting JCB's customer retention products, including Machine Care Extended Warranty and Service Contracts, ensuring excellent service is delivered to both dealers and customers.
As a key member of the team, you will manage the day-to-day administration of Machine Care warranty and service contract products, maintain contract pricing and data within SAP, support invoicing activities and provide analytical insights to support business decision-making. You’ll also play an important role in supporting new programme launches and the implementation of tools and processes that enhance the customer experience.
This role would suit an organised and customer-focused individual who enjoys working with systems, data and stakeholders in a fast-paced environment.
What does this role involve day to day?
•Managing the day-to-day administration of Machine Care Extended Warranty and JCB Service Contract programmes.
•Monitoring and responding to dealer enquiries received through the TCO inbox, ensuring timely and accurate communication.
•Maintaining Extended Warranty pricing within SAP, ensuring data integrity and alignment with current programmes.
•Investigating and resolving pricing, invoicing and contract-related issues, working with relevant departments where required.
•Supporting the implementation of new Extended Warranty programmes and campaigns within SAP.
•Assisting with the rollout, adoption and ongoing support of the Service Contract Management Tool.
•Managing the software and online systems used to calculate and administer service contracts.
•Processing service contract orders and claims through the Service Contract Management Tool, ensuring compliance and accuracy.
•Producing reports and analysing service contract, warranty and pricing data using Excel and Power BI.
•Supporting invoicing activities and ensuring contract-related transactions are processed accurately.
•Handling day-to-day customer and dealer queries relating to Machine Care, service contracts and warranty products.
•Maintaining accurate records and ensuring data quality across systems.
•Identifying opportunities to improve processes, systems and customer experience.
•Working collaboratively with colleagues across Customer Support, Finance, IT and other business functions.
This will be suited to you if…
- You have excellent customer service skills and enjoy building strong relationships with customers, dealers and colleagues.
- You have strong organisational and administrative skills, with the ability to manage multiple priorities effectively.
- You have exceptional attention to detail and take pride in producing accurate work.
- You’re a confident problem solver who can investigate issues and identify effective solutions.
- You’re a comfortable working with data and can analyse and interpret information to support decision-making.
- You have strong written and verbal communication skills.
- You’re a proficient in Microsoft Office applications, particularly Excel and Power BI.
- You have experience working with SAP or similar business systems.
- You have previous experience within pricing, warranty administration or service contract management.
- You’re a familiar with dealer support, customer service or operational support environments.
- You enjoy working as part of a team and supporting shared business objectives.
- You’re a proactive and enthusiastic about improving processes and systems.
What happens next?
Ordinarily, our Resourcing Team reviews and shortlists CVs. If shortlisted, you’ll speak to one of our Recruiters to discuss the role further. Our interview process usually consists of an initial team’s interview followed by an in-person interview. We’ll keep in touch throughout the process but if you have any questions, please get in touch at recruitment@jcb.com
This is your chance to join a company that values expertise not only in rewards but also in real employee care. At JCB you don’t just get a competitive salary, 33 days’ holiday and access to our company pension—you can also use our onsite gym, in-house doctor and dentist. We have an ULEV car scheme available for our employees too. Then there’s the JCB Rewards Hub, which gives you discounts with high street retailers. Feel like biking to work? There’s our Cycle to Work Scheme.
We value diversity and welcome applications from candidates from all backgrounds.
We’re committed to ensuring our recruitment process is fair and inclusive. If you face any accessibility challenges with your online application and require additional support, you have the option of speaking to a member of our Recruitment Team who can support you to complete an application in an alternative format. If you would benefit from this support, please email recruitment@jcb.com, and a member of the team will be in touch.
Recruitment Agencies: JCB does not accept any speculative approaches to present candidates for advertised vacancies.