Senior Customer Support Specialist

Oshkosh•Oshkosh, WI

12h•Onsite

About The Position

Oshkosh Defense, an Oshkosh company, is an industry-leading tactical vehicle manufacturer that strives to meet or exceed customer needs with next-generation defense technologies and advanced systems. The Senior Customer Support Specialist will possess exceptional communication skills, extensive technical knowledge, and a proven track record in customer support within the construction or manufacturing industry. This senior role involves resolving customer inquiries and issues, leading and mentoring junior team members, conducting advanced technical research, and driving continuous improvement initiatives to enhance overall customer satisfaction.

Requirements

Bachelor’s degree in business administration, communication, marketing, or a related field and four (4) or more years of relevant experience (equivalent to ten (10) 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.
Strong ability to assist customers with a focus on enhancing their experience.
Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment.
Proficiency in reading and applying engineering drawings and documents. (i.e. JED system)
Proficiency in reading and interpreting engineering hydraulic and electrical schematics.
Previous experience in the automotive or heavy-duty equipment industry.
Previous experience in a customer service-related field.
Proficiency in Microsoft Office applications.
Written and spoken communication skills.
Advanced ERP systems experience (XA) and various Edge systems (Salesforce, Online Express, etc)
Proficiency in a second language (Spanish, French, etc.)
Strong organizational skills with exceptional follow-through and attention to detail.

Responsibilities

Deliver "best in-class" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful and professional demeanor with a strong customer focus.
Stay up to date on equipment, models, and systems relevant to order management and product research.
Provide technical support and customer service with correct replacement part determination, price and availability, as well as handling all aspects of customer orders, including resolving discrepancies.
Resolve and defuse customer concerns effectively and courteously, ensuring the company's long-term success.
Deliver comprehensive documentation of scenarios, follow-ups, and resolutions as needed.
Enhance communication strategies to bolster parts sales, achieve goals and aid in the development, maintenance, and troubleshooting of programs and services, with a focus on promoting upselling.
Engage in training opportunities to enhance skills in current technology and product knowledge and pursue personal growth to excel in providing exceptional customer support.
Meet or exceed individual customer contact targets set by Management to help support the overall Departmental Key Performance Metrics (KPM).
Actively participate in or present at departmental meetings to help determine the best course for the department's success and foster a learning environment.
Offer to participate in new initiatives or existing tasks as they become available.
Participate in training efforts for onboarding new Team Members and the continued education of existing team members.
Manage the preparation and processing of quotes, invoices, purchase orders, returns and credits.
Troubleshoot customer transactions, shipping/receiving activities to accurately access parts availability.
Participate in and contribute suggestions for continuous improvement efforts, along with related documentation.
Mentor less experienced team members and serve as a role model, being regarded as a go-to person by colleagues.
Support and respond to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, and the Aftermarket Sales and Service Managers as well as other internal departments to ensure organized, accurate and timely dissemination of information regarding parts.
Demonstrate proficiency in resolving escalated issues to completion.
Lead training efforts for onboarding new Team Members and the continued education of existing team members.
Be recognized as a key go-to expert in a specify area within the department.
Respond promptly and professionally to complex customer inquiries via phone, email, and chat.
Travel as necessary.