Product Specialist

The Product Specialist plays a key role in supporting the sales process by delivering exceptional product knowledge, customer education, and brand experience. Unlike a traditional sales role, the Product Specialist focuses on engaging customers, conducting product demonstrations, test drives, and vehicle handovers, ensuring that every customer leaves confident and satisfied with their purchase. The Product Specialist works closely with the Sales Representative to drive sales while also enhancing customer loyalty and brand perception.

Key Responsibilities

• Customer Engagement & Education
  • Greet customers and provide a welcoming, consultative experience.
  • Conduct detailed product presentations, vehicle walkarounds, and test drives.
  • Explain features, technology, safety, and ownership benefits in clear, customer-friendly language.
    
  • Respond to all social media queries across all social media platforms
  • Schedule installation of accessories and car washing before delivery of vehicles while maintain communication with the servicing department and parts department
  • Perform audit of keys, warranty booklets, other supporting stationery and items associated with the sales department
  • Upload vehicle inventory to sales database
  • Initiate, track and record Customer satisfaction Index for the sales department on a daily basis.
  • Track follow-up calls and updates needed for customers.
  • Print out Follow up list from the night prior in reports for follow up and keep daily track and follow up with customers’ requests.
  • Make daily out bound follow up calls and surveys to customer, and bringing to mangers attention with any customers concerns.
  • Initiate daily Customer experience Reports, identify key areas of improvement provide solutions.

• Sales Support
  • Qualify customers and introduce them to the Sales Representative to complete the sales process.
  • Generate interest and leads through events, digital campaigns, and showroom experiences.
  • Assist in the delivery process, ensuring smooth vehicle handovers and thorough customer orientation.
    
  • Helping the sales team to improve their productivity by contacting customers to arrange appointments and ensuring all Sales Representatives have high-quality, up-to-date support material.
  • Handling urgent calls, emails, and messages when sales representatives are unavailable, answering customer queries, informing them of delays, arranging delivery dates, and scheduling marketing events.
  • Handling orders by phone, email, or mail and checking the orders have the correct prices, discounts, and product numbers.

• Customer Experience & CSI
  • Follow up with customers post-purchase to ensure satisfaction and answer product-related questions.
  • Support customer service initiatives to maintain high CSI (Customer Satisfaction Index) scores.
  • Act as a brand ambassador, promoting trust and confidence in the dealership.

• Operational Support
  • Maintain showroom vehicles in pristine condition and ensure product displays are up-to-date.
  • Assist with digital content creation (e.g., product videos, social media posts, live demos).
  • Stay up to date on product knowledge, competitor offerings, and industry trends.
  • Inputting orders, ensuring they are processed according to customer requirements, and ensuring all orders are accurate and delivered on time.
  • Collaborating with other departments to ensure sales, marketing, queries, and deliveries are handled efficiently.
  • Developing and maintaining filing systems so as to maintain sales records, prepare reports, and provide financial information to the finance department.
  • Answers all phone calls to the dealership which are not directed with the automated PBX.
  • Assists Sales Representatives, Sales Administrator and Sales Manager in collecting, preparing and submitting paperwork associated with the vehicle sale process
  • Drafts Duty Free Letters for sales team
  • Creates purchase orders for sales related items (tinting, license plates, weighing and detailing, warranty booklets, etc)
  • Assists in the planning of events and executes end-to-end coordination of same including vendor relationships, logistics, timelines, and on-site coordination to deliver seamless experiences

Qualifications

• Strong passion for the automotive industry and product knowledge.
• Excellent communication and interpersonal skills; ability to simplify technical information.
• Customer-focused mindset with a consultative approach.
• Comfortable with technology, digital tools, and social media.
• Previous automotive or retail experience is an asset but not required.
• Valid driver’s license with clean driving record.

Performance Measures

• Customer satisfaction (CSI scores, positive feedback).
• Number of test drives conducted per month.
• Sales conversions influenced (units touched that lead to sales).
• Contribution to dealership events, lead generation, and digital marketing.
• Team-based sales target achievement.