Job Information
As a Dealer Support Coordinator Sr., you are responsible for providing comprehensive support to Bobcat dealers to ensure smooth operations and efficient customer service. You will act as a liaison between the dealers and internal departments to address inquiries, resolve issues, and facilitate effective communication. This role requires a detail-oriented, organized, and customer-focused individual with excellent communication and coordination skills.
Role & Responsibility
- Act as the primary point of contact for dealers, delivering timely and precise support. Provide guidance to dealers regarding sales, parts, and operational queries
- Stay updated on new systems, product launches, and updates to effectively assist dealers
- Facilitate clear communication between dealers and internal departments, ensuring timely and accurate information dissemination, including vital updates, policies, and procedures
- Identify and analyze dealer issues, escalating complex problems to the relevant departments and ensuring timely resolution. Maintain precise records of dealer inquiries, issues, and resolutions
- Build and maintain strong relationships with dealers, ensuring a high level of satisfaction and loyalty. Serve as a reliable resource for dealers, providing guidance and support
- Attend staff/department meetings and regularly scheduled sessions with internal and external counterparts to remain informed about business conditions and updated processes
- Coordinate and communicate logistics with internal and external teams regarding shipment delays, delivery discrepancies, or missing products
- Document calls and emails in Salesforce for future reference and metrics collection to enhance current processes
- On delegated projects own gaining an understanding of the project, execution, and communication of roadblocks and completion within the advised timeline
- Assist in the training of new team members on systems, policies, and operational processes
- Investigate, document, and authorize the credit needed to process inaccuracies
- Provide support to internal departments in entering consignment orders, managing discontinued products, implementing price changes/product discrepancies, and launching new products
- Process credit/debit transactions associated with dealer-to-dealer shipments
- Perform other related or assigned duties
OEM Responsibilities (As applicable)
- Maintaining relationships with Original Equipment Manufacturer (OEM) partners, ensuring effective communication and collaboration
- Collaborating with cross-functional teams to develop and implement strategies to optimize OEM support processes, enhance customer satisfaction, and drive business growth
- Assist in resolving any discrepancies or issues that may arise between the organization and its OEM partners
Supervision Responsibilities (As applicable)
- Lead and manage a team of support coordinators, providing guidance, training, and support to ensure the delivery of high-quality dealer support services
- Conduct regular performance evaluations, set goals, and provide feedback to support coordinators to enhance their skills and performance
- Generate reports on dealer support activities, including metrics, trends, and key performance indicators, to offer insights for management decision-making
- Manage workload distribution and ensure adequate coverage for incoming inquiries and response times to dealerships
Job Requirement
- Education Required: Associate degree preferred or equivalent experience
- Experience Required: 5 -7 years. Previous experience in dealer support, customer service, or related roles
- Proven track record meeting or exceeding performance targets and metrics
- Demonstrated ability to resolve complex customer and dealer issues, improving customer retention and dealer satisfaction
- Demonstrated ability to effectively manage and prioritize multiple projects and tasks, delivering high-quality results
- Excellent communication and interpersonal skills
- Previous experience implementing process improvements and efficiency enhancements
- Detail-oriented with a focus on accuracy and efficiency
- High level of proficiency with CRM systems, order processing software, and other relevant tools
- Excellent problem-solving and decision-making skills
- Proven ability to adapt to changing business needs and industry trends
- Ability to work independently and as part of a team
- Proven ability to analyze data, identify trends, and implement proactive customer support strategies for improved dealer experiences
- Exhibit high-level problem-solving and decision-making skills
- Willingness to take initiative and go above and beyond the role to ensure that dealer's needs are met
- Travel Requirement: Less than 10%
As a part of the Doosan Group, which employs more than 43,000 people in 38 countries worldwide, the company offers its customers products and solutions to help build stronger businesses and communities. Based in Seoul, South Korea, with its North America headquarters in West Fargo, North Dakota, Doosan Bobcat is a leading global manufacturer of construction, agriculture, landscaping and grounds maintenance equipment, attachments and services. The company is committed to empowering people to accomplish more.
Doosan Bobcat North America is home to world-renowned brands, including Bobcat® compact equipment, Doosan® portable power products, Ryan® and Steiner® grounds maintenance equipment and Geith® attachments. Doosan Bobcat North America is a tradename of Clark Equipment Company.
Doosan is committed fostering an inclusive and a diverse workforce and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. If you have a disability or special need that requires accommodation, please contact us at 701-476-4263. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.
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