Specialist Customer Experience

REV Group, Inc. • Holden, LA

2d • Onsite

About The Position

Ferrara/KME are premiere manufacturers of fire trucks and emergency response vehicles offering a full line of pumpers, aerials, industrial, wildland, and rescue apparatus. Working hands-on with both municipal and industrial fire departments, the Ferrara/KME team thrives on diagnosing departments' current apparatus limitations and response needs to custom design the perfect fire apparatus solution that will stand the test of time.

Ferrara/KME is part of Terex Corporation, a global designer and manufacturer of specialized vehicles and equipment, including fire and emergency vehicles, waste and recycling equipment, RV's, and machinery supporting construction, utilities, and infrastructure. With operations across the U.S. and globally, we are committed to safety, innovation, and quality while building products our customers depend on every day.

Requirements

• Requires well-developed organizational skills and basic office operations to assure appropriate documentation and follow-through to meet the customer and business needs.
• Demonstrates a customer-focused attitude - committed to providing an excellent experience to all dealers and visitors.
• Willingness to assist with genuine interest in the well-being of others.
• Must demonstrate ability to work in fast-paced, deadline-oriented environment where the ability to meet deadlines is a must with constant communication required.
• Demonstrates proficient computer skills including accurate data entry into Microsoft Excel, as well as documentation and communication through Microsoft Outlook and other commercial applications.
• High School Diploma or equivalent
• Must be authorized to work in the US for any employer.

Nice To Haves

• Minimum 1-3 years of experience in customer service preferred but not required.

Responsibilities

• Manage the visitor pre-registration process through various forms of communication including, but not limited to email, Teams messages and phone calls. This process will provide all the pre- and post- visitor requirements, logistics and follow-up for both visitors and internal staff.
• Ensure visitors are kept safe by positively and patiently implementing all safety protocols with groups so that their tours and inspections align fully with E-ONE safety policies. Engage with local EHS team as needed.
• Explain site and production information to all customers with a rapid-resolution focus. This includes customer Fly-Ins, Preconstruction meetings, Mid-Point and Final Inspection visits, and Dealer on-site visits.
• Coordinate and schedule additional personnel – engineering, production supervisors, sales application engineering, designers, etc – on an as needed basis to achieve desired results for factory visits and tours.
• Plan and resolve customer site visit details, questions, and/or concerns through consistent, positive, and responsive communication. Successful candidate will possess and demonstrate active listening, sincerity and empathy, professionalism and problem-solving.
• Maintain accurate, electronic logs of customer visits, requirements, and interactions.
• Work with local and regional sales managers to ensure that dealer and customer visitor requirements are met. Prepare and distribute agenda for Fly-in visits to ensure customer action items for visit are achieved.
• Work with local reception and plant managers to choreograph on-site meetings, tours, and inspections.
• Work with local production and quality teams to ensure inspection list(s) are clearly understood for complete resolutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED