Works closely with dealers and customers by providing information and/or resolving customer-related issues or problems. Under minimal supervision, is responsible to lead both pre- and post-sales activities for units built, attachments, demonstration units, parts, services, etc. by coordinating and processing orders and/or finished goods inventory. Develops rapport with customers to enhance service provided and encourage repeat business. Negotiates with other areas of the Company to ensure customer needs are met.
Evaluates customer needs and explains and promotes product/service features and alternatives that have customer satisfaction impact.
Ensures all required documentation is complete - from receipt of customer purchase order, to our purchase requisition, to supplier confirmation. Coordinates all phases of the order including invoicing the customer promptly upon delivery of equipment as well as creating and maintaining customer files and databases.
Resolves routine and complex customer requests. Responsible for ensuring that all issues are handled appropriately and in a timely manner.
Works with National Accounts Manager and Dealers to coordinate and process proposals and requested information.
Creates and interprets policies for our Service Centers so they can execute a unified support role.
Initiates, develops, and implements special business improvement projects.
A Bachelor’s degree in a related field is preferred. Position requires six (6) to eight (8) years of experience in a customer service, sales, or marketing-related field. An understanding of how to navigate and use the JDE system, specifically the order processing module, is desired. The successful candidate must be able to develop creative solutions to meet and exceed customer expectations. This individual will possess excellent interpersonal skills to enhance and build customer relationships when exchanging information or to resolve sensitive issues inside and/or outside the Company, occasionally with executives. Needs to be able to work in a team environment and demonstrate flexibility, adaptability, dependability, and good organization and time management skills.