Dealer Support Team Agent
About The Position
The Dealer Support Team (DST) is responsible for assisting the dealer network with all parts order inquiries. This customer-facing team collaborates cross-functionally with multiple DTNA teams to resolve customer issues and inquiries related to Aftermarket parts orders. They work diligently with Supply Chain partners to ensure timely shipment to ordering dealers and/or PDC locations. The vision is to deliver an unmatched level of customer experience in the industry, built on the pillars of transparency, communication, quality, and timeliness. The ideal candidate will be passionate about customer service and have a strong ability to pivot from one task to another when needed.
Requirements
- Bachelors degree from an accredited university with 2 years of relevant experience OR 4 years of relevant experience in lieu of a degree
- 2 years of experience in customer service, call center, or help desk support
- Self-motivated, proactive individual that proactively seeks alternatives when faced with obstacles
- Strong communication skills, both written and verbal, to be able to independently communicate to customers.
- Ability to adapt quickly to change
- Strong desire to provide excellent customer service to external customers
- Strong experience with computer applications, such as MS outlook, excel and PowerPoint
Nice To Haves
- 1+ years call center experience
- 2+ years in a direct customer service environment
- 1+ years of supply chain experience
- Experience on automotive and technical products.
- Dealer, distributor, or field support experience
- SAP knowledge
- Salesforce knowledge
- Five9 knowledge
Responsibilities
- Manage incoming and outgoing customer calls
- Answer phones from customers professionally by responding to customer inquiries and complaints.
- Research required information using available resources.
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions
- Resolve customer inquiries for part and order status using case management tool and SAP
- Work internally with cross functional partners to ensure accurate communication on customer orders
- Timely communication on dealer cases (Case management tool)
- Build rapport with the dealer network and internal partners through professional and standardize communication
- Support internal partner needs regarding inquiries relating to order status
- As a customer service role, professionalism and adherence to the standard process is required to ensure customer experience is maintained
- Participate in continuous improvement projects as needed
Benefits
- annual bonus program
- 401k company contribution with company match up to 6 % as well as non-elective company contribution of 3 - 7% depending on age
- starting at 4 weeks paid vacation
- 15 calendar holidays
- 8 weeks paid parental leave
- employee assistance program
- comprehensive healthcare plans and wellness programs
- onsite fitness (at some locations)
- tuition assistance and volunteer paid time off
- short-term and long-term disability plans.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
