Senior Customer Advocate

Oshkosh Corporation • Oshkosh, WI

11d

About The Position

About Oshkosh Defense, an Oshkosh company Oshkosh Defense stands behind those who dedicate their lives to protecting others. As an industry-leading tactical vehicle manufacturer, every day we strive to meet or exceed our customers' ever-changing needs with next generation defense technologies and advanced systems. We operate with unparalleled commitment to those who depend on our products and services worldwide to perform their missions. The Senior Customer Advocate focuses on meeting and exceeding customer expectations. The Senior Customer Advocate represents customer interests in Company meetings, manages the customer experience, helps resolve issues and complaints, and actively works on post-award issues. The objective of the Senior Customer Advocate is to ensure that business provides client-minded services that identify the customer’s needs and preference to grow customer loyalty. YOUR IMPACT These duties are not meant to be all-inclusive, and other duties may be assigned: • Assume ownership over parts related issues through various departments to achieve resolution and overall customer satisfaction. • Receive and process post-award discrepancies, inquiries, and analyze customer issues. Determine causes and initiates corrective action. • Participate in, attend, and prepare information for various meetings and informational events, coordinate meetings, and prepare meeting materials. • Provide parts assistance on business products while keeping pace with new products and offerings. • Actively work with internal peer and customer organizations including GPSC, Product Training, Sales, , Quality, Production, Programs, Contracts, Accounts Receivable, and Engineering. • Support sales goals and monthly sales forecast generation and analysis. • Coordinate with customer and ensure optimal level of customer service across all Aftermarket channels by tracking back-order parts report, , and provide written reports as required. • Lead continuous improvement projects, following through to completion. • Complete leadership activities such as leading training efforts, schedule and coordinate team meetings, mentoring, assisting and directing team members in problem solving and analytical resolution and demonstrate leadership characteristics

Requirements

• Bachelor’s Degree in a related field and five (5) or more years of relevant experience in manufacturing, customer service, or supply chain (equivalent to eleven (11) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.
• Ability to travel up to 10% of time

Nice To Haves

• Prior experience in leadership role or project management
• Proficient in Microsoft suite
• Good interpersonal and listening skills
• Ability to read and apply engineering prints (parts and service manuals), hydraulic & electrical schematics
• Ability to apply a practical approach to solving concrete problems
• Proficient in all business products and offerings (Parts, Service and Programs)

Responsibilities

• Assume ownership over parts related issues through various departments to achieve resolution and overall customer satisfaction.
• Receive and process post-award discrepancies, inquiries, and analyze customer issues. Determine causes and initiates corrective action.
• Participate in, attend, and prepare information for various meetings and informational events, coordinate meetings, and prepare meeting materials.
• Provide parts assistance on business products while keeping pace with new products and offerings.
• Actively work with internal peer and customer organizations including GPSC, Product Training, Sales, , Quality, Production, Programs, Contracts, Accounts Receivable, and Engineering.
• Support sales goals and monthly sales forecast generation and analysis.
• Coordinate with customer and ensure optimal level of customer service across all Aftermarket channels by tracking back-order parts report, , and provide written reports as required.
• Lead continuous improvement projects, following through to completion.
• Complete leadership activities such as leading training efforts, schedule and coordinate team meetings, mentoring, assisting and directing team members in problem solving and analytical resolution and demonstrate leadership characteristics

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level