Dealer Support Specialist
About The Position
The Dealer Support Specialist is part of the Dealer Experience team supporting a leading transportation and commercial vehicle manufacturer. The role manages web-based customer cases, processes dealer orders, and provides end-to-end support throughout the order lifecycle. Work is primarily case-based rather than call-center-based, using Salesforce, Microsoft Outlook, and other business systems. The specialist works directly with dealership customers to process orders accurately, resolve shipment issues, and provide timely updates. The position requires strong written customer service, critical thinking, and the ability to work independently in a structured environment while navigating ambiguity.
Requirements
- Customer service experience involving issue resolution and customer support.
- Ability to resolve complex customer situations without relying on scripts or step-by-step instructions.
- Demonstrated critical thinking and analytical abilities.
- Strong problem-solving skills and sound decision-making capabilities.
- Excellent written communication and professional email correspondence skills.
- Strong computer proficiency and ability to navigate multiple applications simultaneously.
- Exceptional attention to detail and accuracy.
- Ability to learn complex systems, processes, and workflows quickly.
- Strong organizational and time management skills.
- Ability to work independently in a highly structured and process-driven environment.
Nice To Haves
- Salesforce experience.
- Order management, order processing, or customer operations experience.
- Experience supporting customers through ticketing, case management, or email-based service environments.
- Experience in logistics, supply chain, manufacturing, transportation, distribution, automotive, or dealer support organizations.
- Bachelor's degree completed or in progress.
- Experience working in environments that require adherence to detailed procedures and standard operating processes.
Responsibilities
- Process and enter dealer orders received through Salesforce web cases.
- Manage customer orders throughout the entire order lifecycle.
- Proactively communicate with dealers about order status, shipping and tracking, product availability, lead times, delivery expectations, product programs, and pricing policies.
- Negotiate vendor lead times and availability based on dealer needs and urgency.
- Research and resolve shipment issues, expedited orders, and special order requests.
- Coordinate with internal teams and external vendors to provide accurate and timely customer solutions.
- Use Salesforce and internal systems to document, track, and manage customer cases.
- Provide high-volume customer support primarily through email and written communication using Microsoft Outlook.
- Ensure compliance with established processes, procedures, and system requirements.
- Participate in special projects and additional operational initiatives as assigned.
Benefits
- Medical insurance, if eligible.
- Dental insurance, if eligible.
- Vision insurance, if eligible.
- Critical illness, accident, and hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
- Voluntary life and AD&D insurance for employees and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off or leave, which may include PTO, vacation, or sick leave, if eligible.
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
