Manages all aspects of the customer experience related to the company’s parts operations.
Monitor CRM cases and take ownership of escalated cases which are to be kept to a minimum.
Take ownership of CRM dashboards and department display monitor. Ensure details are relevant.
Prepare weekly CRM reports for Senior Management.
Review dealer Machine Down orders daily and provide direction for team updates to dealers.
Prepare and conduct bi-annual associate reviews.
Prepare and deploy associate Performance Improvement Plans on an as-needed basis.
Prepare and deploy associate training based on current skill set and high-performance potential.
Conduct daily huddles and bi-weekly open forum associate meetings.
Conduct regional Zoom/Teams meetings with dealer parts staff for training, understanding concerns, and making recommendations for internal improvement.
Work with warehouse and cross-dock teams to expedite critical dealer orders from receipt to shipping.
Manage internal dealer return and shipment discrepancy process with a focus on timely processing and issuing of dealer credit.
Manage inbound direct delivery program (Supplier to Dealer).
Manage depot-to-depot transfers with internal teams (Supply Chain/Logistics)
Participate in sales promotion activities as needed
Customer Service Manager Responsibilities:
RESPONSIBLE FOR:
Recommendations for staff-level changes.
Mentoring and training of new and existing staff.
Team building.
Internal and external dealer correspondence.
Key Skills / Characteristics
Sense of Urgency at a high degree
Positive attitude and disposition
Customer First focused approach and willingness for direct internal/external communication
Strong focus on and attention to detail
Strong communicator in a multi-cultural environment setting.
Team player who displays willingness to assist in any circumstance.
Microsoft Office suite with Excel intermediate to expert skills.
Microsoft Dynamics experience (preferred)
Key KPIs
CRM case management
100% of CRM cases answered in 2 hours, and 90% closed in 72 hours.
Staff development and retention.
FORUMS (NETWORK OF INTERACTION)
External:Client CEO, VP, Service Manager, Parts Manager
Internal:All other departments in
REQUIRED KNOWLEDGE & EXPERIENCE
5+ years of practical working experience in customer service-related roles.