Representative Customer Service

REV Group, Inc.•Ocala, FL

About The Position

E-ONE manufactures custom and commercial fire trucks including pumpers and tankers, aerial ladders and platforms, rescues of all sizes, quick attack units, industrial trucks, and ARFF (aircraft rescue firefighting vehicles). Established in 1974, E-ONE has grown to become an industry leader in just a few decades, and today employs more than 1,000 people who manufacture over 400 fire trucks per year. Innovation has been the company's driving force and continues to be the impetus behind its pursuit of innovative technologies. The result is state-of-the-art fire rescue vehicles recognized for superior firefighting and rescue capabilities. E-ONE is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency and recreation markets. REV Group’s extensive vehicle line-up includes models such as ambulances, fire trucks, terminal trucks, RV’s and much more. Our 5,000+ employees continuously demonstrate their commitment to building innovative and reliable vehicles that our customers can depend on whether for a family trip across the U.S. or when responding to an emergency. Rev Group is a veteran friendly employer and hires over 200 veterans and or those transferring out of the military each year. SCOPE: Perform functions that include the ability to communicate effectively with customers, dealers and vendors in an unscripted environment using the Salesforce case management system, emails, and telephone. Recommend and sell aftermarket parts, administer and control parts return requests and credit adjustments. Provide REV Fire Parts dealers and customers parts order information as it pertains to pricing, shipping details, backorder information, interpret and disseminate technical information, while projecting a confident and professional image. Act as liaison between Parts Central Warehouse, purchasing, accounts receivable, and management. A strong focus on meeting parts sales and customer service goals is required. The CSA I position will work closely with a training partner and manager. This is a learn-as-you-go position with minimal training materials due to the unique nature of custom fire apparatus. CSA I will be assigned to B- and C-level dealers, and direct domestic customers.

Requirements

High school diploma or equivalent preferred with at least one year of customer service experience.
Mathematical ability is essential throughout the customer service and parts sales processes.
Excellent written and verbal communication skills.
Must be able to multi-task and handle a high volume of daily work.
Ability to work in a team environment.
Practical computer experience is required (MS Office suite).

Responsibilities

Handle customer inquiries with a high standard of service in a friendly manner while maintaining a sense of urgency for all requests.
Maintain a “customer first” attitude at all times.
Utilize REV Fire Parts’ ERP system and Salesforce case management system to research parts and sales orders.
Gather information from internal and external sources to provide sales quotations to dealers and direct customers.
Recommend and sell aftermarket parts according to established goals.
Provide sales promotion and technical information/literature to dealers and customers.
Coordinate part orders and shipments to customers for quick and effective service and/or repairs.
Resolve customer issues related to shipping problems, backorders, invoicing, and carrier damaged shipments.
Manage returned goods authorization requests, in coordination with management.
Understand and use daily Excel and PowerBI reports, such as Open Backlog, Truck Down, RGAs, and others.
Be resourceful in gathering information necessary to resolve customer matters.
Escalate calls as appropriate ensuring a soft transition if an inquiry is beyond scope of knowledge.
Keep operating managers informed of customer and parts sales trends.
Demonstrates and utilizes proper and acceptable communication etiquette in all phases of position.
Administer company policies and procedures for functional responsibility and related activities.