Customer Service Representative
4 days ago
Job description Position Summary: The Customer Service Representative (CSR) is responsible for increasing sales, profitability and market share with our customers for parts and service. He or she must provide an increased level of customer support and a high level of customer satisfaction to increase customer confidence, giving Strongco a competitive edge. Primary Duties and Responsibilities: Responsible for the growth of parts and service sales within a given territory; Machine maintenance and inspection / Wear parts and undercarriage measurement; Customer Operator Familiarization Training; Visiting customer sites to increase parts and service sales ; Act as a liaison between customers and the Parts Manager and/or Service Manager and/or Branch Manager to provide information on customer problems and complaints as well as service requirements and opportunities; and Sell and support customer specific promotions and items within assigned territory: quarterly parts manufacturer promotions, rebuild components including engines, transmissions, cylinder differentials, struts and pumps, machine refurbishment/mid-life overhaul, used parts, accessories (new and used) including buckets, brooms, thumbs, etc ; Responsible for tracking spare parts trends and customer service and implementing corrective actions when necessary ; Build and maintain relationships with customers, Strongco brand (image) and supplier brands; Identify customer targets to increase sales and service growth opportunities; Engage customers at the time of equipment purchase or lease to provide training assistance and maintenance services; With the assistance of the Parts and Service Managers, provide the customer with technical, pricing and availability information in the form of written quotes for major repairs; Call customers to follow up after major repairs to ensure customer satisfaction; Participate in customer outings, events, demonstrations and trade shows as requested; Promote through attitude and action Strongco's intent to provide superior customer service; Maintain a clean and neat appearance that promotes a positive company image; and Train customers in the proper use of parts manuals, Caretracks, online parts, and schematics as required; Assist with machine condition monitoring - such as oil analysis ; Work with manufacturer's representatives as needed; Participate in company sponsored training; Act as a liaison between customers, Strongco and manufacturers; Establish effective territory coverage; Weekly Call Reports; Planned weekly itinerary; Planned annual goals and targets. Minimum Requirements and Skills: Possesses excellent communication skills; Strong time management skills; Demonstrates ability to resolve customer issues; Sees customer complaints as an opportunity, not just a problem; Has a "backbone" that is not only a good fit for the job; Has a "backbone" - sells based on value, not just price; Has a good knowledge of construction equipment; Is familiar with the industries we work in; Has a general knowledge of distribution systems; Can work effectively with people who support the position within the dealership (service, parts sales, and credit personnel); Has a strong work ethic, is honest, and has a good sense of responsibility; Has strong ethics, is honest and has integrity. Required Knowledge, Skills and Abilities: Has a sales/marketing certificate/diploma; Has a mechanical background and interest; Has working knowledge of computers and Microsoft software.
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