Dealer Support Coordinator

2 weeks ago

Regina, Canada Brandt Full time

With a strong focus on customer satisfaction and dealer network growth, Brandt is currently seeking a dedicated and dynamic individual to join our team as a Dealer Support Coordinator. This position plays a crucial role in supporting our dealers and Area Managers of Product Support (AMPS) to ensure seamless communication and coordination between the company and its dealer network.

**DUTIES & RESPONSIBILITIES**:

- Support the Area Managers of Product Support in addressing dealer and customer inquiries, systems issues, and product support requirements, ensuring timely and effective resolution.
- Collaborate with cross-functional teams to improve customer support processes and provide feedback on areas for improvement in products or services.
- Coordinate and escalate complex dealer issues to appropriate teams, working closely with AMPS to ensure closed-loop communication and problem-solving.
- Assist in the development of customer support-related dealer communications
- Assist in the creation and delivery of training and resource materials for dealers and for the Area Managers of Product Support, ensuring consistent and effective support delivery.
- Provide coaching and targeted dealer training to achieve specific Customer Support objectives and improve dealer business processes.
- Develop and manage a monthly dealer scorecard to monitor dealer performance in the areas such as parts ordering, initial parts stocking, warranty recovery, and product update completion rate.
- Manage the completion of dealer training and parts stocking requirements for new machine models.
- Perform dealer parts ordering analytics to drive parts sales
- Monitor and analyze parts booking programs results
- Contribute to the development of ongoing parts sales programs
- Develop feature/advantages/benefits communications for Brandt parts
- Benchmark competitive parts pricing
- Prepare regular performance reports on dealer customer support metrics for management review.
- Participate in department meetings
- Other duties as assigned

LI-onsite

Required Skills
- Excellent written and oral communication skills
- Must be team oriented and customer service focused
- Strong attention to detail and problem-solving skills

Required Experience
- Bachelor’s degree preferred or equivalent related experience
- Intermediate computer software competency in Excel, PowerPoint, and Word
- Training experience

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