Title: Deputy GM Customer Service
Location: Dallas, TX
Key Responsibilities
- Motivate Customer Service Representatives to increase product sales.
- Maintain all customer account data information, including additions and deletions of accounts.
- Be the initial technical advisor and trainer to Customer Service Representatives on both product and computer work.
- Be advisor and supporter on administration and business policies to CSR’s.
- Considered the voice of the company and represents the company through daily customer interactions
- Communicates with customers via phone and e-mail to receive orders, update them on status of existing orders and provide/promote new product information
- Exhibit a positive, professional image in appearance, words and actions
- Receive and process all Construction and Mining orders in CSD from dealers, OEM’s, Distribution Centers and direct accounts.
- Receive and process overseas orders and arrange shipments for dealers around the world in accordance with US Export laws
- Resolve or forward initial customer complaints such as shipments, delivery issues, errors, pricing discrepancies or accounting issues.
- Refer product opportunities to Product Managers and Engineering
- Inform dealers, when appropriate, on new products and programs to supplement general mailings.
- Coordinate outbound shipments, logistics and tracking
- Approve and process all product returns and field scrap replacement and credits
- Distribute daily reports to appropriate departments
- Travel with Regional Managers or Manufacturer’s representatives to customers both domestically and overseas.
- Attend trade shows and industry associations as requested by V.P. of Sales and Marketing
Desired Skills and Experience
- 4-year bachelor’s degree
- 5-years Customer Service Experience
- 3-years Management Experience
- Excellent verbal and written communication skills
- Proficient in Microsoft Office (Outlook, Excel, Power Point, Word)
- Shows an ability to manage time to complete tasks
- Trustworthy and is a good ambassador
- SAP experience preferred
