Summary: Manages Customer Support Department to provide the highest level of external and internal customer satisfaction. Through training, efficiencies and tools, ensures timely solutions to customers inquiries for all their Aftermarket needsEssential Duties and Responsibilities:
- Establish and maintain visibility of key department success/deficient indicators
- Ensures effective and timely process for parts order entry, quoting, returns and invoicing.
- Maintains customer parts discounts in ERP system
- Develops and maintains customer relationships
- Manages staffing and employee development activities for employees reporting to this position.
- Manages call center phone system to ensure proper staffing to accomplish low abandon rate.
- Utilizes CRM to monitor customer inquiries and allocate resources accordingly.
- Develop standard reports on Aftermarket activities.
- Handles customers issues and acts as an escalation point.
- Maintains e-commerce accounts.
- Work with other departments to address issues and improve processes.
- Maintain and establish accurate parts pricing.
- Actively participates with other managers to grow and expand parts sales.
- Develop a working knowledge of Puztmeister products
- Perform other duties as assigned or required
Qualifications:
- Excellent communication, written and organizational skills.
- Ability to effectively lead and work as a member of a team.
- Demonstrated ability to manage workflow.
- Excellent problem solving and customer service skills.
- Clear understanding of customer service, sales and marketing concepts
- Good understanding of mechanical components and associated repairs.
- Proficient in Microsoft office tools
- SAP, Salesforce and Syncron experience is a plus.
- Proficient in Spanish is a plus
Education/Certification/Training:
- Bachelor's degree in BA or technical field
- Education can be substituted with 5+ years of relevant experience.
Work Environment/Physical Demands: While performing the duties of this job, the employee is occasionally exposed to: moving mechanical tools, fumes or airborne particles and hot conditions, high precarious places, toxic or caustic chemicals, outdoor weather conditions, and risk of electrical shock. The noise level in the office environment is moderate, and when in the production area it is loud. Safety glasses/goggles must be worn at all times while in designated areas of the shop and yard.Physical Demands: While performing the duties of this job, the employee is occasionally required to stand, walk, stoop, bend, and use hands to finger, handle or touch; and is regularly required to sit, talk or hear. Must be able to occasionally lift up to 50 pounds. Vision requirements for this job are normal vision and include close, peripheral, and the ability to focus.Supervisory Responsibilities:This position has direct reports.Additional Requirements: Expect to travel domestically less than 30% of the time. Specific safety training is required for new and current employees.Benefits we offer:
- Comprehensive benefits (medical, vision, and dental insurance)
- Company paid Hospital Indemnity/Accident Insurance
- HSA - incentives for company contributions
- FSA Plans
- Company-paid Life Insurance
- Company paid Short term/Long term Disability
- Paternity Leave
- 401K plan with company match
- Profit sharing
- Company events
- Education Reimbursement
- Boot Reimbursement
- Uniform Program
- Employee discount program