Customer Account Manager - Strategic and Used Cars

Club Car LLC•Appling, GA

13d•Hybrid

About The Position

This role is critical in delivering great customer experience for our Strategic and Service Parts customers by delivering an elevated level of engagement from an initial product survey through post- delivery. This individual will act as a subject matter expert and key resource to our customers and internal sales teams for all products and services across the Club Car vehicle portfolio, including Garia, relating to order management activities while utilizing MDI processes and appropriate problem-solving techniques.

Requirements

Associate Degree in Business, Marketing, Supply Chain or Finance. Bachelor’s Degree preferred.
5-7 years of experience in customer service, inside and/or outside sales preferably in an industrial environment.
Demonstrated ability to build strategic relationships within various levels of customer’s organization.
Must be proactive with a strong ability to multi-task and have a willingness to work independently as well as a team.
Ability to work a Hybrid work schedule.

Nice To Haves

Bachelor’s Degree preferred.

Responsibilities

Account and order management for all Strategic, Rental, GSA, NAF government sales including sales support, product inquiries, preparing quotations, and bids for vehicle and parts sales.
Partner with sales and finance to support new customer accounts with account setup, credit requests and credit lines.
Establish deep knowledge of product lifecycle and leverage opportunities at each stage of the customer relationship.
Manage parts orders from placement to invoicing through multiple channels, including phone, fax, EDI, E-Mail, and websites to ensure 100% customer satisfaction.
Manage customer expectations by clearly communicating our commitments (i.e., delivery dates or problem resolution), and keeping customers informed of order status.
Provide high quality service through efficient use of all Salesforce / Oracle / Siebel / Mapics and other operating systems related to order fulfillment and customer activity.
Collaborate with operations and sales team to support Product Growth support.
Coordinate with the transportation provider to maximize efficiency of deliveries from a cost and delivery performance perspective.
Utilize our Claims system (ETQ) to ensure claims e.g., DSI, claims, returns are processed based on policies and within established processing times.
Responsible for driving customer satisfaction with assigned portfolio of customers.
Respond to product queries and for technical questions with referral to the appropriate channel.
Drive pricing and order processing consistency.
Leverage Salesforce Case Management system to effectively manage customer requests.
Leverage incoming calls through InContact application to achieve established metrics.
Manage customer disputes and collaborating to resolve, and issuing requests as required.