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JOB SUMMARY:
Under direction of the supervisory staff, employee will assist customers and research technical information for all heavy equipment product lines while promoting excellent customer service and maximizing sales.
ESSENTIAL JOB FUNCTIONS:
1. Performs various customer service functions including answering phones, computer order entry, expediting/tracking parts orders, customer assistance in determining correct service parts required. Expedites parts on back order using computer to source parts locations.
2. Performs heavy equipment technical troubleshooting support. Learns and becomes well versed in the technical functions of the equipment with all product lines and applications.
3. Traces lost or delayed shipments by providing precise and accurate information to appropriate carriers to assist with expedient shipments.
4. Provides information to dealers regarding pricing, terms, discounts, weights, etc., as requested. Uses knowledge of products, pricing structure, price books, parts manuals and other reference materials. Calculates dealer net prices on parts. Directs customers to the online system, CSI, when applicable.
5. Assists retail customers by providing dealer location information for best possible service
6. Travels to customer locations, warehouses, shows and for training
7. Manages assigned accounts proactively on a daily basis to include submitting to the direct report a weekly call summary report.
8. Responsible for making or exceeding personal account assignment quotas.
9. Assists in training and developing new Customer Service personnel.
10. Evaluate orders that are on special order holds.
11. Assists in gathering data to include but not limited to calculating and preparing direct or dealer assisted parts bids for assigned accounts.
KNOWLEDGE, SKILLS, AND ABILITIES:
1. Knowledge of farm equipment or have a high mechanical aptitude is essential.
2. Knowledge of the Supply Chain Development process is preferred.
3. Excellent communication skills required, both verbal and written. Good Human Relations skills necessary.
4. Must be able to prioritize work schedule, work under pressure, and meet goals/objectives.
5. Ability to problem solve and persuade is essential.
6. Good computer and math skills required.
7. Must be able to read and understand reference books, price books, parts listing and other information sources.
8. Familiarity with a customer corrective action process is preferred.
9. Experience in writing bid responses is preferred.
10. Must be able to conduct training sessions to a group or one on one.
11. Bi-lingual is preferred.
EDUCATION AND EXPERIENCE:
1. College degree preferred, either Business or Marketing specialization.
2. Minimum of 3 years experience in Inside sales with some working experience in either Marketing, Customer Relations, or a Customer Service environment.
WORKING CONDITIONS:
1. Must be able to sit for extended periods of time.
2. Must be able to work overtime, including weekends.
3. Required to wear personal protective equipment while performing work in production area.
