Dealer Support Representative- Multilingual

6 months ago

Winnipeg, Canada Polaris Inc. Full time

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

The Non-Techincal Dealer Support team is made up of dedicated employees providing the highest level of partnership to our Polaris dealer network. The goal for the team is to foster business relationships, build rapport and show a commitment to trust with Polaris dealers and industry partners. The team is responsible for providing industry leading support for all Polaris product lines and a vast array of business functions within and outside of Polaris.

The Non-Techincal Dealer Support representative is focused on how we can continue to be easier to do business with as a partner to our dealers while understanding that each dealer interaction can have an impact on the Polaris end user. Each representative is responsible for understanding what support a dealer needs, educating dealers about options and then pursuing solutions. Team members are highly skilled at leveraging Polaris internal resources to drive positive outcomes and exceed the expectations of our dealer partners and end users.

Each team member is responsible for sharing the voice of the dealer to internal Polaris stakeholders. Each interaction with a dealer presents the opportunity to understand the impact internal decisions have in the field. Representatives work to bring awareness to opportunities within Polaris, partner with business units to drive solutions and document outcomes for continuous learning.

ESSENTIAL DUTIES & RESPONSIBILITIES:
Dealer Contact Ownership:

- Communicate with Polaris dealers in a highly specialized way, providing solutions to dealership staff who need support for a variety of products, systems, and programs.
- Demonstrate expertise in providing coaching and recommendations to all levels of dealership personnel to foster productivity, profitability, and outstanding customer experience.
- Work with a sense of urgency for all contacts and set clear guidelines on anticipated resolution for issues that require follow up.
- Demonstrate mastery of a multitude of Polaris internal systems, dealership resources and 3rd party vendors to drive solutions.
- Tailor communication style to audience, understanding the priorities of dealership staff at all levels as well as internal Polaris staff.
- Understand internal measurements and metrics for success, ensuring that each contact meets or exceeds those measurements and understand how they impact the dealer.
- Display forward thinking in how you propose solutions, focusing on long
- and short-term business objectives and definitions of success

Cross Functional
- Facilitate problem solving, research, and dispute resolution between Polaris dealers, the Dealer Services team and internal Polaris departments.
- Participate in the resolution of escalations initiated within Polaris that involve dealers our industry partners. Provide insight on solutions and demonstrate creative thinking to ultimately bring resolution.

Continuous Improvement:

- Utilizing existing systems, identify key contact trends, conduct analysis, consolidate takeaways, and document outcomes.
- Content Management: document changes to existing or new standard process to support team members and build upon existing department & external knowledge base.
- Develop new approaches to address issue resolution, improve dealer sentiment, reduce costs and improve owner satisfaction.
- Strive to implement LEAN into daily activities by minimizing process disruption both internally and externally.

SKILLS & KNOWLEDGE

Required
- Bachelor’s degree preferred.
- Fluent in French and Spanish in both written and verbal communication to support multilingual dealerships.
- Minimum of two years B2B or B2C experience
- Strong problem-solving skills with a commitment to meet or exceed service level promise.
- High level of curiosity and ability to grasp a wide variety of topics encompassing all aspects of the Polaris business.
- Strong desire to deliver industry-leading support and build strong relationships with dealership staff at all levels.
- Critical thinking skills to work in a grey area role that may not have standard answers but does result in financial impact to Polaris or dealership partners
- Strong prioritization skills and attention to detail
- Effectively communicate across all levels including senior leadership
- Excellent verbal and written skills, ability to understand audience and articulate thoughts and ideas. Proficient in explaining complex situations to dealer partners to drive meaningful outcomes.
- Team player - act as a liaison between internal departments and bridge communication gaps
- Microsoft Outlook, Microsoft Office Suite of products, and Sharepoint. Microsoft CRM, Showca

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