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Customer Service Strategist
2 months ago
NFI Parts is a leading provider of parts, technical publications, training, and support for buses and motor coaches. We are seeking a skilled Customer Service Specialist - Strategic Accounts to lead and enhance our Metro business segment.
Key Responsibilities:- Strategic Oversight: Oversee and balance team workloads to ensure efficient assignment and coordination of customer service tasks. Mentor and guide Customer Service Representatives (CSRs), offering direction on complex tasks and performance management.
- Project and Contract Support: Lead and manage major projects and programs in collaboration with the Manager and customer CSR, ensuring alignment with strategic goals and successful execution. Prepare and manage Bid Worksheets for key projects, working closely with Procurement & Planning for pricing updates and ensuring timely completion.
- Customer Engagement and Coordination: Attend customer meetings, document key points, and coordinate actionable items for effective follow-ups and responses. Develop strategies to meet specific customer targets and optimize service delivery.
- Data Analysis and Reporting: Analyze customer analytics on revenue performance and adjust strategies in coordination with the Manager and Director. Conduct post-award reviews, summarizing findings, and presenting them to the team Manager and customer CSR.
- Degree in Business Administration or a related field, with extensive experience in account management, contract management, or bids/proposals within a technical or engineering context.
- Demonstrated ability to manage complex projects and contracts with strong technical acumen. Advanced proficiency in Microsoft Office, particularly Excel, and familiarity with Oracle systems would be considered an asset.
- Exceptional written and verbal communication skills, with demonstrated success in customer engagement and strategic account management.
- Strong analytical abilities with experience in interpreting data, developing strategies, and making informed decisions. Experienced in strategic planning and execution within a fast-paced environment.
- Basic understanding of the transit industry and vehicle systems, with previous experience in similar role.
- Travel is required for this position.
We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient, and reliable. NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions.
