Careers At Chatswood Toyota

Reports to: Business Development, Marketing, and Operations Manager

Direct Reports: Nil

Purpose / Main area of Responsibilities

The Customer Experience and Marketing Coordinator is responsible for enhancing customer
satisfaction and supporting the dealerships brand presence by coordinating customer experience
initiatives and marketing activities. This role will manage customer feedback and social media
engagement, coordinate training, support marketing strategies, and ensure compliance with Toyota
standards to promote overall growth objectives for the dealership.

Key job functions & Accountabilities

1. Customer Experience

The Service Advisor carries out a range of duties related to being the key contact between the guest
and the dealership, for repair and maintenance of vehicles, including:

• Implement a customer-first approach and ensure compliance with customer-first standards across all dealership departments.
• Respond to social media feedback from platforms like Google, Facebook, and Instagram in a positive and timely manner.
• Manage all customer experience issues, including Finance & Insurance (F&I) complaints and other concerns received through multiple social media channels.
• Monitor and respond to “hot alerts” and customer-related escalations promptly.
• Communicate, promote, and nurture customer relationships through follow-up calls, surveys, letters, and inbound contacts.
• Collect and analyze Guest Satisfaction Index (GSI) data, reporting findings and recommendations to management regularly.
• Support the training of customer experience practices with relevant stakeholders and oversee the progress and sustainability of training outcomes.
• Assist in the development of standards and processes to drive process improvements and enhance customer satisfaction.
• Proactively facilitate employee motivation and encourage teamwork within customer experience-related activities.

2. Marketing

• Support the Business Development, Marketing, and Operations Manager in executing marketing strategies, including digital marketing, data management, and events. 
• Develop and implement marketing activities focused on customer retention, such as loyalty programs, targeted campaigns, and customer appreciation events, following the Marketing Excellence guidelines.
• Coordinate marketing activities, such as sponsorships of non-profit organizations like the Cerebral Palsy Alliance and other community engagement initiatives.
• Manage the dealership’s digital presence by working with marketing agencies on website content, electronic direct mail (EDM), and social media platforms.
• Monitor website emails, identify key action areas, and ensure timely responses.
• Ensure all marketing initiatives adhere to the Marketing Excellence guidelines, emphasizing consistency, quality, and alignment with Toyota’s brand standards.
• Assist in maintaining and updating marketing materials, point-of-sale (POS) displays, and customer-facing content.

3. Customer Retention

• Drive customer retention through marketing activities, including personalized communication, follow-up programs, and exclusive offers.
• Analyse customer data to identify retention opportunities and tailor marketing initiatives to specific customer segments.
• Develop and implement strategies to improve customer loyalty and repeat business while adhering to the Marketing Excellence guidelines.
• Monitor retention metrics and report progress to management, making recommendations for continuous improvement.

4. Administrative Support

• Provide administrative support to the Business Development, Marketing, and Operations Manager, including preparing documents, reports, and presentations for management meetings, events, and other communications.
• Maintain accurate records of customer interactions, feedback, and marketing activities to ensure thorough reporting and data analysis.

Key Competencies and Skills

• Strong interpersonal and communication skills, with the ability to engage positively with customers and team members.
• Experience in customer service, customer relations, or customer retention, preferably in a retail or automotive environment.
• Proficiency in digital marketing, including social media management, content creation, and data analysis.
• Familiarity with the Brand guidelines and a commitment to upholding quality standards in all marketing initiatives.
• Excellent organizational skills with the ability to manage multiple tasks and priorities effectively.
• Strong problem-solving skills and the ability to address customer complaints and issues professionally.
• Familiarity with Toyota standards and a commitment to upholding brand values and customer-first principles.
• Proactive and self-motivated, with a passion for delivering exceptional customer experiences and driving customer retention.
• Ability to facilitate training, motivate employees, and foster a collaborative team environment.
• Qualifications
• Previous experience in customer experience, marketing, customer retention, or customer service roles.
• Knowledge of digital marketing tools and platforms.
• Strong computer skills, including proficiency in Microsoft Office Suite and marketing software.
• A degree or diploma in Marketing, Business, Hospitality, or a related field is preferred.

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Reports to: Dealership Accountant/Financial Controller

Direct Reports: Nil

Purpose / Main area of Responsibilities:

The organisation, control and maintenance of all facets of the accounts payable function for both Chatswood & Ryde Toyota.

Key job functions & Accountabilities

• Payment and reconciliation of all creditors for both Chatswood and Ryde Toyota.
• Collection of creditor’s invoices and distribution for Management/Authorising Staff approval.
• Data entry of creditor invoices – checking authorisation, purchase orders, account numbers, accurate invoicing and correct accounting of GST.
• Payment of prompt payment requests daily, including EFT and cheques.
• Payment of creditors due weekly.
• Prompt response to any vendor queries.
• Entry and maintenance of vendor records.
• Investigation and follow up of any invoicing/payment disputes.
• Filing and archiving as required.
• Follow up and clearing of any old pending purchase orders.
• Floorplan payouts via Toyota Finance Portal.
• Updating Floorplan Extended Settlement (ESS) Report.
• Loading used vehicles onto Bailment Facility via Toyota Finance Portal.
• Responding to TFS audits.
• Receipting and purchasing used vehicles.
• Services NSW, Roads & Maritime Services (RMS) and CTP processing.
• Reconcile and reimburse Amex credit card.
• Ad hoc duties as requested by Management.

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Reports to: Financial Controller/General Manager

Direct Reports: Nil

Purpose / Main area of Responsibilities

Maintenance of Chatswood, Artarmon and Ryde sites

• Oversee the maintenance, appearance and functionality of the Chatswood, Artarmon and Ryde sites including lawns, gardens and the yard etc.
• Manage and oversee maintenance contractors e.g. waste management, security etc.
• Schedule and Co-ordinate contractors to work on sites Chatswood, Artarmon & Ryde
• Ensure contractors on site have been inducted (Howsafe)
• Maintain buildings, equipment, Yard areas etc to ensure smooth running of Dealership facilities
• Monitor external cleaners’ performance
• Attend and oversee minor repairs and building upgrades
• Monitor and maintain building systems such as gurney, stormwater detention tanks and water supply and air-conditioning systems etc.
• Manage the storage and disposal of company records as directed
• Assist the management team with projects as directed
• Liase with sub-contractors as required e.g. electrician, plumber etc.
• Actively check on facilities, equipment etc to schedule any pre-emptive maintenance and or repairs

Work, Health and Safety

• Coordinate the WHS committee and implement actions/improvements
• Assist with the implementation of the WHS “HowSafe” system and completion of safety talks 
• Report any WHS hazards or issues to the WHS committee as required

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Reports to: Fixed Operations Manager

Direct Reports: Warehouse Store persons and Parts Drivers

Purpose / Main area of Responsibilities

To maintain a smooth operation of the warehouse and ensure that the needs of our guests and suppliers are met in a timely manner.

Key job functions & Accountabilities

The Warehouse supervisor carries out a range of duties including:

• Ensuring that the warehouse is efficiently run and maintained.
• Operating within a team to make sure deliveries in and out of the warehouse are effectively organised and executed.
• Returning all credit orders within 48 hours and logging orders into TUNE
• Overseeing and assisting with picking orders
• Handling a vast range of stock
• Maintaining desk/computer area in a clean and tidy manner
• Demonstrating a proactive approach to personal development
• Managing the return of Toyota return within 45 days
• Taking responsibility for the stock maintenance, movement and locating
• Advising the Parts Inventory Manager of aged stock on a monthly basis
• Advising the Parts Inventory Manager of problem credits
• Completing other adhoc duties as requested by management and demonstrating flexibility to work overtime when necessary
• Attending and participating in training evens as required
• Actively participating in dealership Kaizen activities and improvement forums
• Adhering to dealership attendance, behavior, privacy and occupational health and safety policies

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Reports to: Wholesale Manager

Direct Reports: Nil

Purpose / Main area of Responsibilities

Assist in achieving dealership financial targets by sourcing vehicles for retail sale. Acquire vehicles not suitable for retail in a financially responsible manner for the Wholesale Manager to sell on at auction or to dealer. Achieve the above through the professional application of Toyota's guiding principles and adherence to the Toyota Way.

Key job functions & Accountabilities

• Sourcing channels - trade-in, wholesale network, auction and private sellers
• Disposal methods - car by car, batch, tender, auction consignment, pre placement.
• Participate in auction and purchase vehicle/s as required
• Complete trade-in appraisal documents
• Negotiate and agree on price
• Receive invoice and check REVS (ownership/finance owing) and WOVR (written off vehicle) status
• Receive vehicle and arrange payment
• Book into stock
• Payout finance as required
• Arrange vehicle transport by the most financially responsible method
• Invoice vehicles accurately and promptly
• Ensure all statutory requirements are met throughout all processes
• Inspect vehicle to used vehicle standards and appraisal documents
• Utilise team and individual meetings to achieve the above
• Ensure all sales and finance administrative processes, paper and DMS, correctly and accurately completed, according to dealership policy and process
• Ensure active staff participation in dealership and Toyota sales and training meetings and activities
• Work in line with The Chatswood Group Customer Policy and adhere to dealership and Toyota Business Practices
• Demonstrate and facilitate a proactive approach to personal development
• Adhere to dealership appearance, attendance, behaviour and occupational health and safety policies

Essential Skills:

• Strong leadership and process management skills
• Ability to lead Kaizen and Small Group Activities
• Minimum 5 years vehicle trading/dealing experience with a major brand
• Highly developed interpersonal skills

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Reports to: Used Car Sales Manager

Direct Reports: Nil

Purpose / Main area of Responsibilities

The main focus of the Used Car Sales Consultant is to achieve an agreed quota/revenue target by gaining business from new and existing clients, while ensuring complete guest satisfaction.

Key job functions & Accountabilities

The Used Car Sales Consultant carries out a range of duties related to the selling of used vehicles, including:

• Understanding the guest’s objectives, buying criteria and decision making processes, and forming long term business partnerships in order to leverage future transactions/ purchases
• Identifying and exceeding the needs of guests by providing in-depth advice and service
• Assisting guests in the selection and purchase process of a used vehicle
• Maintaining desk in a clean and tidy manner
• Approaching and greeting guests if they are unattended
• Offering tea or coffee to guests when appropriate
• Ensuring personal presentation reflects a corporate and professional image maintained by the Toyota brand
• Adhering to dealership attendance, behaviour, privacy and occupational health and safety policies
• Demonstrating a proactive approach to personal development
• Actively participating in dealership Kaizen activities and improvement forums
• Completing other adhoc duties as requested by management

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Reports to: Service Operations Manager

Direct Reports: Nil

Purpose / Main area of Responsibilities

The main focus of the Receptionist is to act as the first point of contact for anyone visiting the dealership or making general telephone contact, and greeting them in a friendly and professional manner. Act as an ambassador of the dealership and Toyota amongst the wider community.

Key job functions & Accountabilities

The Receptionist carries out a range of duties related to running the dealership’s reception, including:

• Meet and greet all Guests immediately upon entering the dealership
• Interacting with visitors and Guests and ensuring their waiting time has not been exceeded
• Answering and directing calls in a professional manner
• Providing administration support
• General clerical duties (banking/ filing/ checking vehicle details)
• Booking of service vehicles
• Ensuring the Guest amenities and waiting room is clean and tidy
• Showing visiting Guests to where they need to go/ walking them to their destination
• Following TFL (Toyota For Life) Standards
• Working as part of the team and having fun with our Guests

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Reports to: Foreman/ Master Technician / Service Manager

Direct Reports: Nil

Purpose / Main area of Responsibilities

The main focus of an Apprentice Technician is to carrying out a range of engine & mechanical tests, to diagnose, repair and service as detailed per product warranty guidelines, while training with qualified technicians.

Key job functions & Accountabilities

The Apprentice Technician carries out a range of duties relating to the service of vehicles, including:

• Basic servicing and repairing the mechanical parts of vehicles such as the engine, transmission (clutch, gearbox, differential), and the suspension systems (springs, steering, wheels, brakes and tyres)
• Taking all necessary steps to diagnose to ensure the correct operation of vehicles sold under dealer warranty including the dismantling and reconstruction or replacement of faulty components
• Minor repairs to the mechanical parts of the motor vehicle such as the engine, transmission and the suspension systems
• Installing optional extras to new vehicles as required
• Reporting all necessary work, service or repairs to service manager and record using in-house databases or reporting systems
• Ordering parts needed as part of warranty service
• Maintaining a safe working environment through ensuring the correct operation of all tools and specialised equipment
• Providing high level guest service to the dealerships guests
• Demonstrating a proactive approach to personal development
• Contribute to building a positive team spirit

Essential Skills/Qualifications/Experience

• Interest in the automotive industry
• Willingness to learn
• Dedicated
• Ability to work productively in an autonomous environment
• Highly motivated
• Guest Service focused
• Ability to contribute to building a positive team spirit
• Ability to uphold organisational values and The Toyota Way

Desirable Skills/Qualifications/Experience

• Mechanical Aptitude
• Technical Aptitude
• Experience in a guest service role

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