Senior Customer Service Representative

The Heico Companies•Montgomery, AL

8d•Onsite

About The Position

Kershaw Equipment, located in Montgomery, AL, is a leader in rail maintenance and vegetation management production and a worldwide supplier of maintenance-of-way equipment. Built on our strong commitment to our customers, our company supplies machines to Class I railroads, transit lines and short lines, and many contractors around the globe. Kershaw is part of The Heico Companies LLC, a parent holding company comprised of more than 40 businesses involved in manufacturing, construction, and industrial services. Kershaw joins forces with heavy equipment brands Pettibone, BARKO, and ARDCO as part of the Heavy Equipment Segment of The Applied Solutions Group.

Requirements

Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, and Outlook)
Experience with Microsoft Dynamics 365 (D365) and manufacturing, rail, industrial equipment, or heavy-equipment environments preferred.
5–7 years of customer service, inside sales, account management, aftermarket sales, or related experience, with a proven track record of building customer relationships, growing accounts, achieving sales objectives, and resolving complex customer, warranty, and escalated service issues.
Strong analytical, organizational, and problem-solving skills with the ability to evaluate sales performance, customer activity, and business trends while managing multiple priorities with a high degree of accuracy and attention to detail.
High School Diploma or GED required.

Nice To Haves

Associate or bachelor’s degree in business, Sales, Marketing, Operations, or a related field preferred.

Responsibilities

Utilize (D365) to manage customer accounts, process orders, maintain accurate records, track sales activities, and generate reports to monitor performance and growth opportunities.
Ensure accuracy of purchase orders, quotations, pricing, customer records, and sales documentation while maintaining data integrity and compliance with company standards.
Resolve customer and supplier issues related to invoicing, warranties, pricing discrepancies, order fulfillment, and other escalated matters.
Collaborate with Operations, Engineering, Purchasing, Accounting, and Logistics teams to support customer requirements, product delivery, and business objectives.
Ensure compliance with work instructions, sales terms and conditions, ISO 9001 requirements.
Analyze sales performance, customer activity, and market trends to support forecasting, annual planning, and revenue growth initiatives.
Coordinate customer inquiries, quotations, purchase orders, returns, and pricing activities to maximize customer satisfaction and profitability.
Report on account performance, sales activity, customer trends, contract status, and growth opportunities to the aftermarket manager.
Support sales campaigns, product promotions, and continuous improvement initiatives that enhance customer satisfaction, operational efficiency, and sales effectiveness.
Mentor Customer Service Representatives on customer service best practices, sales processes, and system utilization.
Meet established KPIs related to revenue growth, customer satisfaction, order accuracy, response times, issue resolution, account retention, and D365 data accuracy.