Parts360 Customer Advisor

Role Purpose

The Parts360 Customer Advisor is responsible for growing the number of independent garages and mobile mechanics actively using AAG's Digital Tools.

Working from AAG's Rotherham office, you will contact potential users, introduce them to the platform, deliver remote onboarding sessions, and ensure they develop confident, sustained usage.

This is an office-based role focused on volume with quality: signing up garages at scale while ensuring onboarding is thorough enough to create long-term active users.

Key Responsibilities

Outbound Engagement & Conversion

• Make outbound calls to independent garages and mobile mechanics to introduce Parts360.
• Qualify interest, explain benefits, and convert leads into active users.
• Maintain strong daily outbound activity across phone, email, and digital channels.
• Manage a structured pipeline progressing garages through sign-up → onboarding → activation.

Digital Onboarding & Training

- Deliver remote training sessions from the Rotherham office, covering:

• Parts360 navigation
• VRM/K-Type basics
• Product search and workflows
• Stock visibility and ordering
• Tailor sessions to the garage's digital skill level.
• Support "first action success" by guiding users through initial searches or orders during onboarding.
• Provide follow-ups to reinforce behaviour change and reduce early drop-off.

Driving Sustained Usage

• Monitor early usage indicators and follow up with garages showing low or inconsistent activity.
• Help users overcome common barriers to adoption with simple troubleshooting or guidance.
• Promote best practice in integrating Parts360 into daily garage workflow.
• Escalate recurring technical issues to the Product Team.

Insight & Continuous Improvement

• Capture and report common objections, user pain points, and onboarding challenges.
• Identify repeat themes that could improve conversion rates or user experience.
• Collaborate with the Product Team to refine scripts, onboarding materials, and outreach strategy.

KPIs

• Volume of qualified contacts, sign-ups, and successful onboardings.
• "First action success" rate during onboarding.
• Sustained usage metrics at 4 and 8 weeks.
• Conversion at each funnel stage.
• Quality of feedback and insight captured.
• Garage satisfaction with onboarding.

Skills & Experience

Essential

• Experience in outbound calling, lead generation, digital onboarding, or customer success.
• Strong communication and objection-handling skills.
• Ability to simplify digital workflows for users of varying skill levels.
• Moderate technical understanding: VRM/K-Type basics, product groups, catalogue search logic.
• High organisation and CRM discipline.
• Comfortable working in an office-based, target-driven environment.

Desirable

• Automotive aftermarket experience.
• Experience supporting SaaS onboarding or digital adoption.
• Familiarity with garage workflows and trade customer needs.

Personal Attributes

• Clear, confident communicator; persuasive without being pushy.
• Able to build trust quickly over the phone.
• Patient with digitally hesitant users.
• Target-driven, proactive, and resilient.
• Curious, insightful, and eager to improve processes.

Work Structure

• Based full-time in the Rotherham office as part of the Digital Team.
• Occasional travel for key accounts or special onboarding sessions.
• Regular collaboration with Digital Adoption Specialists and Product Owners.

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Alliance Automotive Group is an equal opportunities employer.