Continuing our interviews with Shaftec, in this combined issue we’d like to introduce Kirsty Slater in credit control and Aidan Vellender, who is the warranty lead – let’s kick-off with him:
Q. Welcome, Aidan! Tell me about your day-to-day role?
Aidan Vellender (AV): “Thorough investigation makes for a long claim process – thankfully, we get few! Once the part is back, re-engineering begins. I deal with our technicians and keep customers informed. Alongside this, I issue goods inspection and corrective action reports to ensure stock is correct and rebuilt to our standards.”
Q. What are the most frequent warranty claims?
AV: “Few claims are testament to our quality processes, supported by operating under one roof. Of the few we do get, ‘leaking’ items top the list, but it’s usually due to unions not being refreshed on the pipes or a fitting issue, such as overtightening.”
Q. What warranty processes are in place?
AV: “We offer two types: quibble (labour fee requested from garage) or no quibble (no labour fee requested from garage), along with newly increased warranty periods on our products, which reflect the quality of them and the workmanship we offer to our aftermarket customers.”
Q. What are the most common reasons for a ‘defect’ product?
AV: “We have a very low failure rate, and returns are usually due to a handling/fitting error. A ‘defect’ product is usually down to electrical faults or coding issues where customers are unable/don’t have the correct equipment to remove error codes or code racks ready for use on the car. This is an area of opportunity for the independent aftermarket. If they can’t deal with recoding in-house and must enlist the help of the main dealer, it adds cost to the customer and may be the deal breaker in securing return business.”
Q. How can Shaftec guarantee quality within its product?
AV: “Keeping abreast of industry trends, I’m able to work closely with my team to preempt situations and prevent them becoming real issues. This allows us to proactively react and organise inspections and corrective actions, with minimal disruption.”
Q. If you could sum up Shaftec in one sentence, what would it be?
AV: “Growing, adapting and reacting to the automotive sector to keep ahead.”
Q. Kirsty, tell me about your day-today role.
Kirsty Slater (KS): “No two days are the same! I raise daily credits, process paperwork and answer queries. I also help the sales team with ongoing stock orders or cleanses.”
Q. As a team leader, what responsibilities do you have?
KS: “Making sure all queries from both customers and colleagues from other departments at Shaftec are answered and resolved.”
Q. As a stock profiler, what methods do you use to ensure accuracy and efficiency?
KS: “At Shaftec we assist customers with stock profiling and forecasting, allowing a more accurate ordering process. A dedicated programme collates the customers’ current stock levels, so we can advise on what they should purchase and what they should return for credit.”
Q. What’s the most important aspect of your role?
KS: “Improving efficiency and ensuring the correct credits are processed in a timely manner.”
Q. If you could sum up Shaftec in one sentence, what would it be?
KS: “A busy, fast-paced environment with the goal of customer satisfaction.”
