Job Title: Customer Support Advisor (CSA)Reports To: CSA ManagerDepartment: Parts, ExemptLocation: SavannahSummary of Primary Functions:Dobbs Equipment is seeking an experienced Customer Support Advisor (CSA). This individual must be a visible, active, and recognized customer support leader throughout your area of responsibility (AOR) by aggressively pursuing product support business opportunities both with existing and new customers to enable Dobbs Equipment to achieve monthly product support revenue & profitability objectives. This job description does not include a complete listing of all the duties and functions of the position. Management reserves the right to assign other duties or projects as necessary.Essential Functions and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. (Other duties may be assigned)
- Ensure compliance with the Dobbs Equipment Health and Safety Policies and Procedures as defined by the Human Resources Department and articulated in the Health and Safety Manual as well as state/federal legislation.
- Call on all customers (current and new customers) in your assigned territory in accordance with the agreed call frequency in order to maximize the product support revenue and profitability from your assigned area of responsibility.
- Ensure that the Dobbs Equipment database is properly updated on a timely basis; this also includes the updating of customer unit fleet details
- Monitor local customer and competitive trends and make recommendations to your manager and the local branch management teams with the objective of enhancing our product support revenues & profitability.
- Ensure customer satisfaction with Dobbs Equipment product support and deal promptly with any disputes or potential disputes in accordance with Dobbs Equipment's policies and procedures. Follow-up with customers to ensure that disputes are resolved on a timely basis.
- Staff the parts counter as scheduled and encourage customers to call the parts counter for routine parts orders for efficiency purposes.
- Maintain strong expense controls while performing required job functions.
- Develop the Dobbs Customer Portal by educating and training customers.
- Assist in the collection of accounts receivables as requested from time to time.
- All employees are expected to adhere to the safety policies of Dobbs Equipment and the clients for whom we work.
- Following the safety policies of Dobbs is a condition of employment and is everyone's responsibility.
Key Competencies:CSA's are expected to aggressively target Deere and All Makes customer uptime by offering timely parts and service support focusing on the following (4) general strategic areas:
- Selling shop and field labor jobs to Deere and All Makes customers
- Preventative Maintenance Agreements
- Undercarriage and Ground Engaging Tools
- Strategic parts promotions set forth in the Dobbs Equipment Calendar
Annual targets will be set for each CSA and progress will be measured, reviewed, and ranked on a monthly basis via a performance scorecard. Progress towards the targets will form the base of the Performance Management process during the fiscal year as follows:
- Branch Service Share Actual to Target
- Parts and Labor Revenue
- New Product Support Customer Revenue
- JDLink Renewal Percentage
- PM Agreement Service Completion
- Undercarriage Revenue
- Attachment Sales Revenue
- Ground Engaging Tools Revenue
- Complete CSA training as assigned on JDU
- Continue to complete courses as they become available to ensure that you are keeping abreast of our rapidly changing industry.
Qualification: The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Valid Drivers License
- Customer Service experience
Education, Skill, and/or Experience Requirements:
- Bachelor's degree or equivalent from four-year college or a minimum of 3 years related experience and/or training; or equivalent combination of education and experience.
- Valid Driver's License and maintain a clean driving record.
- Ability to communicate effectively with teammates and customers
- Strong problem-solving skills.
- Must be able to self-manage/self-motivate.
- PC literate, proficient with MS Office, with an emphasis in Excel and Outlook required.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Quick learner with the ability to think out of the box.
- Extensive driving required; overnight travel required
- Bilingual a plus.
Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, and outside weather conditions. The noise level in the work environment is usually quiet.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- The employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
- The employee frequently is required to walk; climb or balance; and stoop, kneel, crouch, or crawl.
- The employee is occasionally required to sit.
- The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.
- Specific vision abilities required by this job include close vision, and color vision.
We're an Equal Employment Opportunity and Affirmative Action EmployerDobbs Equipment is an Equal Employment Opportunity (EEO) and Affirmative Action employer. We are committed to providing an environment free of discrimination, harassment and retaliation both for our employees and applicants. We make all employment related decisions on the basis of an individual's qualifications and job performance. We recruit, hire, promote, train, transfer, and make compensation decisions without regard to race, religion, color, creed, national origin, ancestry or citizenship status, sex, sexual orientation, gender, genetic information, marital status, pregnancy status, age, disability, protected veteran status, or any other characteristic protected by federal, state or local law.Notice to Applicants: We participate in E-Verify in the United States.Drug Free and Alcohol-Free Workplace Notice.Dobbs Equipment is an Equal Opportunity and At-Will Employer.