Delivery Experience Specialist Luxembourg in Luxembourg, Luxembourg

The Role

The Tesla Delivery team is committed to providing the best customer experience on the day of delivery. The Delivery Experience Specialist is expected to excite and engage customers when it comes time to present and acquaint them with their acquisition on the most exciting day of all, delivery day. This position is a great opportunity to have a direct impact on the Tesla customer experience and assume a critical responsibility in the company’s rapidly expanding sales operation.

Responsibilities

·               Welcome customers to the Tesla family by making their journey to ownership a delightful experience.

·               Educate customers on how to effectively use their Tesla

·               Re-calibrate expectations as needed in a professional and empathetic manner.

·               Identify and overcome objections and obstacles, including charging, timing and customer education.

·               Interface with support admin teams (Financial Solutions, DMV, Trade-ins), as well as service, sales and logistics to seamlessly coordinate all aspects of the delivery. As needed, communicate directly with lending institutions and external trade-in partners.

·               Coordinate final receipt of delivery and in line with accounting’s revenue recognition standards.

·               Where applicable, ensure all purchase, financing and registration documents are thoroughly and accurately signed and in line with accounting’s revenue recognition standards.

·               Prepare vehicles and host delivery appointments, including new owner orientations tailored to the individual customer’s needs and comfort level.

·               Partner with the vehicle preparation team to act as the last line of defense for quality and customer experience before the vehicle handover. Communicate feedback to program management and other relevant parties to drive departmental efficiency and company-wide improvements.

·               Support the Delivery Manager in delivery center operations, task completion and ensuring superior customer service. Uphold a professional appearance at all times.

·               Contribute ideas toward improving the Tesla delivery experience, as well as back-end processes and procedures.

·               Demonstrate a mastery of all Tesla products and services, as well as local incentives for EV owners. Keep up with industry trends and best practices.

·               Proactively and consistently update our CRM system to ensure accurate and timely delivery information is available to management.

·               In certain locations, assist with vehicle licensing / registration activities.

Requirements

·               Consistent record of customer service excellence with a knack for identifying customer needs.

·               Independent self-starter; seeks opportunities to solve problems and enjoys working in an ever-changing, fast-paced environment.

·               Excellent verbal and written communication skills. Fluent in Luxembourgish, French and English

·               Team-oriented and possesses the ability to work cross-functionally with other groups.

·               Strong organization, prioritization and time management skills; highly attentive to detail.

·               Ability to work across multiple systems (experience with Salesforce.com a plus).

·               Enthusiastic and passionate about the changes in the personal transportation industry.

·               Must have and maintain a valid driver’s license and an acceptable and safe driving record.

·               Flexible in being able to work overtime & weekends

·               Occasional oversight of hourly staff in select locations.

·               Travel to customer/delivery center locations and travel to and from Tesla locations up to 20% of the time