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Customer Service Associate

Customer Service Associate

Brand/Group 
Customer Service
Job Locations 
US-IN-Richmond
Job Function 
Customer Service
Min. Exp.(Yrs) 
1
Type 
Full Time

More information about this job

Overview

The dealer services rep is responsible for providing effective customer service for all internal and external customers by using in-depth knowledge of company products and programs.  To provide an excellent customer service experience as the acting liaison, keenly listening, resolving customer concerns in a timely manner and utilizing creative problem solving skills while developing rapport and relationships. 

 

The dealer services associate reports directly to a dealer services manager or a dealer services supervisor.  He/she is responsible to achieve the Corporate Vision.  The dealer services associate will possess problem analysis abilities, excellent written, verbal and interpersonal skills while working effectively in a high paced team environment.

Responsibilities

  • Providing customer service support by obtaining, analyzing and verifying sales/customer’s needs. Service sales/retail customers professionally and courteously by answering inquiries, fax, phone, email, B2B and EDI.  Assist with placement of orders, processing of return authorizations and/or credit/debit requests.  Utilize daily matrices to manage assigned account territory.
  • Responsible for securing all of the documentation required to either clear or refute customer deductions by working with the Sales Organization and internal/external partners.
  • Handle shipping and receiving issues, stock availability and addressing quality complaints by being versatile in adapting too many situations specific to the sales/customer’s needs bringing resolution in an appropriate manner.
  • Work in conjunction with other departments to ensure quality service is provided with a professional rapport to both internal and external partners (sales, customer, DTC, Vendor Relations, Distribution Center, Credit, Corporate, etc.).
  • Skilled at working with people with diverse backgrounds consistent with the Company’s AAP/EEO goals and policies.
  • Ability to commit to a regular work schedule with dependable attendance and punctuality.
  • Additional skills may be required to perform further task(s) specific to work location, department or line of business (e.g. DCBP, POE, Retail, etc.).
  • Accesses the company’s internal systems to obtain and extract order information and provide data for inclusion in various scheduled and special reports.
  • Engage in continuous improvement activities within the department and company incentives.
  • Assist and support other team members when needed, in addition to current workload.
  • Some travel opportunities may be requested.
  • Perform additional duties as required/assigned by leadership team.
  • Performing duties consistent with the Company’s AAP/EEO goals and policies.
  • Performing other duties as required/assigned by manager.

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

It is recommended that the Dealer Services Associate have experience in a business/customer service environment.  He/she must demonstrate abilities to problem solve, handle multiple tasks, organize, work in a fast-paced environment and balance between quality and quantity of work.  Must have a high school diploma or GED, associate’s degree a plus.  He/she must be proficient in Excel, Word, Outlook, SharePoint, and website navigation.

 

The Dealer Services Associate must have the ability to anticipate problems and take appropriate action.  He/she must be able to make decisions based upon experience, analysis and judgment.  The Dealer Services Associate is accountable for the execution of daily tasks to effectively manage an assigned order base to facilitate the timely shipments of orders.  He/she must understand, practice and provide “best in class” customer service to our retailers.

 

WORKING CONDITIONS

Normal office environment.