Position Overview: This position is primarily responsible for helping customers by providing exceptional customer service, salesmanship and support. This position is responsible for providing and leading the coordination of OEM specific services which include, scheduling contractors, tracking visits, processing invoices, weekly customer meetings, monthly reporting and providing documentation to customers. Required Skills and Abilities: - Ability to thrive in a high-productivity environments.
- Superior phone skills and a natural aptitude for customer service.
- Ability to understand customer objectives and develop solutions that meet or exceed their expectations.
- Strong attention to detail
- Understand customer urgencies
- Works well under pressure
- Natural tendency to anticipate problems and work to solve the situation resulting with customer satisfaction.
- Excellent written and verbal communication skills; emphasis and strength in clarity, summarization and action are critical.
- Must demonstrate strong organizational skills.
- Strong computer skills and knowledge.
- Confident decision-making approach and sound business and financial knowledge.
- Must be a self-starter with the ability to work with little to no supervision.
- Team player with a positive attitude and flexibility.
- Professional demeanor and personal accountability.
- 1-2 years of customer service experience.
- High school diploma, or equivalent, required. Some post high school education in Business, Marketing, Communication or related field preferred.
Responsibilities: - Become aware of how this job affects quality, cost, and delivery objectives within Dimplex Thermal Solutions.
- Understand customer (internal and external) requirements and how this job can contribute to meeting the requirements Interpret customer requirements/needs and develop the best possible solution to meet those objectives.
- Understand the contractual requirements for each OEM and ensuring services meet those obligations.
- Delivery of awesome customer service to internal and external customers.
- Ability to react to customer escalations and immediately tackle the issue and solve the problem.
- Willing and able to anticipate and exceed the expectations of coworkers and customers.
- Understand customer objectives and develop the best possible solution to meet those objectives.
- Schedule technicians &/or Ship necessary components.
- Utilize both internal and external techs.
- Process necessary paperwork (PO’s, Sales Orders etc).
- Communicate with all parties involved throughout entire process.
- Update databases with all pertinent information as received.
- Follow-up on all service calls
- Communicate with all parties involved, including customers, OEM’s and Market Managers.
- Update databases with all pertinent information as received.
- Provide reports and documents to customers.
- Track backorders, production builds and drop shipments.
- Request necessary paperwork from contactors (Checklists, Invoices etc).
- Process Contractor Invoices
- Disputing when necessary
- Updating all documents
- Processing for payment
- Bill back customers for T&M services
- Review of Service Reports
- Generate and Review service reports on a weekly basis.
- Reporting
- Generate reporting for OEM customers.
- Publish reports to appropriate staff.
- Other responsibilities as assigned by Manager.
Shared Expectations: - Physical requirements to successfully achieve the outputs of the position.
- Must be able to sit for extended periods of time at desk.
- While performing the duties of this job, the employee is required to sit for long periods, stand, walk, use hands to finger, handle or fell, reach with hands and arms, stoop, kneel, crouch or crawl, talk, hear, taste and or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to lift, push or pull up to 40 pounds.
- Ability to learn and retain new concepts.
- Ability to apply common sense understanding to carry out detailed but uninvolved written and/or oral instructions. Ability to deal with problems involving several concrete variables in standardized situations.
- Teamwork
- Must work cohesively with all departments throughout Dimplex Thermal Solutions and our sister companies.
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