Dealer Service Representative

GIBSON Inc • Nashville, TN

6d • Onsite

About The Position

The Dealer Service Representative is a proactive customer experience professional who supports our domestic dealer network across the Gibson portfolio of brands by engaging with the Commercial Team to manage the orderbook of our dealer partners and be the key point of contact for everything relating to order fulfillment and service. The ideal candidate will apply industry-leading standards that excite our distribution partners with exceptional service experiences, be customer-centric and passionate about service solutions and developing service as a competitive advantage, and a proactive ambassador for customer service with a drive to increase loyalty and lifetime value of partners in an omnichannel environment.

Requirements

• Exceptional customer service skills a must
• Excellent communication skills, both written and verbal
• Ability to set and adhere to deadlines
• Excellent organizational skills
• Strong analytical and troubleshooting abilities
• Ability to work independently and adapt to a fast-paced, growing business environment
• Working knowledge of guitars, amps, pedals, studio monitors, and accessories
• 3-5 years’ relevant work experience in customer service or sales for national accounts

Nice To Haves

• Salesforce CRM, Dynamics 365 ERP, vendor portal experience preferred
• Experience with operating in a global matrixed organization
• Exposure to working in a dynamic, global, premium-branded consumer goods company
• Experience using vendor portals and sales portals

Responsibilities

• Work with the larger Commercial team including Gibson Business Development Managers (BDMs) and Dealer Product Specialists (DPSs) to build strong, long-lasting relationships with our dealer partners
• Receive, validate, and enter orders quickly and accurately into Dynamics 365 ERP system via EDI and manual entry
• Manage daily cases and tasks in Salesforce CRM
• Analyse the orderbook for adherence to guidance, and modify where necessary to ensure accurate fulfilment of each order
• Facilitates smooth order processing and fulfilment and rectify any errors
• Assist dealers with product service support which includes pricing, availability, order status, troubleshooting, providing warranty replacement parts, issuing RMAs for product returns
• Work with the Credit department to proactively address potential credit holds
• Generate and compile reports and analyse data
• Maintain vendor portals, ensuring alignment with orderbook

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed