Vehicle Delivery Specalist

Description

Come join the Milton Martin Honda Family! We are currently looking for a Vehicle Delivery Specialist to join our team!

Our Vehicle Delivery Specialist is responsible for coordinating and managing new and used vehicle deliveries, ensuring a smooth, organized, and exceptional customer experience. While also maintaining accurate delivery records, educating our customers on their vehicle's features and technology, encourage customer reviews, and follow up after purchase to support long-term customer satisfaction and Milton Martin Honda loyalty.

Milton Martin Honda Offers:

• Paid training and certifications
• Paid Time off and holidays
• Competitive Compensation
• 5-day work week
• Medical, dental, vision, and life benefits
• 401(k) with matching contribution
• 401(k) Roth
• HSA matching contribution
• Work-life balance

Key Job Responsibilities:

• Vehicle Delivery Coordination as a liaison between the Sales, Finance, and Detail departments to ensure every vehicle is ready for delivery and every customer receives a personalized vehicle orientation.
• Coordinate all new and used vehicle deliveries between the Sales, Finance, and Detailing departments.
• Confirm vehicles are properly cleaned, prepared, and ready for delivery before the scheduled appointment.
• Communicate with the appropriate departments to address delays, missing items, or customer concerns.
• Ensure each customer receives a smooth, professional, and timely delivery experience.
• Maintain an organized Excel tracking sheet documenting completed deliveries, customer assistance, and review requests to ensure no customer is overlooked
• Customer Vehicle Orientation
• Conduct a comprehensive, personalized vehicle orientation for every customer taking delivery of a new or used vehicle.
• Explain the vehicle's features, controls, safety systems, convenience features, and available technology.
• Tailor each orientation to the customer's familiarity with vehicles and individual needs.
• Answer customer questions and address concerns during the delivery process.
• Ensure customers feel comfortable and confident operating their new vehicle before leaving the dealership.

• Technology Setup and Customer Education
• Assist customers with pairing their smartphones to the vehicle through Bluetooth.
• Help customers set up and understand the vehicle's navigation system, when equipped.
• Assist with HondaLink enrollment, setup, and configuration, as applicable.
• Educate customers on HondaLink features, connected services, and available functionality.
• Explain how to use key vehicle technologies, including audio, hands-free calling, driver-assistance features, and other applicable systems.
• Verify that customers understand the basic operation of their vehicle's technology before delivery is completed.

• Customer Satisfaction Surveys and Online Reviews
• Explain the importance of Honda Customer Satisfaction Experience (CSE) surveys and how customer feedback contributes to evaluating the dealership and salesperson's performance.
• Encourage customers to complete their surveys and provide honest feedback about their experience.
• Identify and communicate unresolved customer concerns to management promptly.
• Request Google reviews from customers following a positive purchase and delivery experience.
• Track review requests and completed reviews in the designated Excel spreadsheet.
• Maintain a professional approach when discussing surveys and reviews, without pressuring customers or directing them to provide a particular rating.

• Post-Sale Customer Follow-Up
• Contact customers approximately three days after their vehicle purchase to ensure they are satisfied and comfortable with their vehicle.
• Confirm that customers understand their vehicle's features and technology and offer assistance with any questions.
• Address concerns or coordinate with the appropriate department or manager when additional support is needed.
• Conduct customer anniversary follow-ups to recognize purchase milestones, strengthen customer relationships, and encourage continued loyalty to Milton Martin Honda.
• Document all follow-up attempts, customer responses, concerns, and resolutions in the designated tracking system or Excel spreadsheet.

• Recordkeeping and Accountability
• Maintain accurate and up-to-date delivery and follow-up records.
• Record customer names, vehicle information, delivery dates, orientation completion, review requests, and follow-up status.
• Ensure every delivered vehicle is accounted for and every customer receives the required follow-up.
• Communicate outstanding tasks and unresolved issues to management.
• Protect customer information and follow dealership policies regarding customer data and documentation.

Requirements

• Strong customer service and communication skills; bilingual is preferred but not required
• Excellent organizational skills and attention to detail.
• Ability to explain vehicle features and technology clearly to customers with varying levels of experience.
• Basic computer proficiency, including Microsoft Excel and customer relationship management (CRM) systems.
• Professional, friendly, and customer-focused demeanor. 
• Ability to coordinate multiple deliveries and priorities in a fast-paced dealership environment.
• Ability to learn Honda vehicle features, HondaLink, and dealership delivery procedures.
• Willingness to work collaboratively with Sales, Finance, Detail, Service, and management teams.
• Valid In-State Driver’s License with a clean Motor Vehicle Report
• Must submit to a background check and drug screening.

Education and/or Experience

High school diploma or GED (general equivalency diploma); or 1 to 3 months related experience and/or training; or equivalent combination of education and experience. Sales experience is a plus but not required. 

Working Environment & Physical Demands

Duties are performed throughout the dealer premises, both indoors and outdoors, and on client test drives. Work includes frequent movement around the company facilities and the outdoor car lot to interact with clients and other departments. While performing the duties of this job, the employee is regularly required to talk or hear and is frequently required to stand, walk, and sit.

Scheduled shifts will include evening hours, weekends, and holidays.

Milton Martin Honda is an equal employment opportunity employer and drug-free workplace. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex (including sexual orientation and gender identity), disability, age, veteran status, or genetic information. Offers of employment are contingent upon successfully passing background screening (including criminal background check, review of consumer and motor vehicle records, and passing a drug screen at a certified testing facility) and confirmation of your authorization to work in the United States. Employment is on an at-will basis and subject to termination by you or the Company at any time and for any lawful reason. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.