Answer helpdesk support Hotline; gather information & create Salesforce case to track requests/issues.
Complete customer requests including answering questions, set-up of report subscriptions or customer reports, creation of dealer logins, review of samples, etc.
Review mail and email proofs for accuracy; coordinates corrections / changes.
Review communications with client for requested enrollment changes.
Complete mail and/ or email orders using the On Demand Order Wizard tool.
Create a Marketing List, using one or more list sources, and a list upload using List Manager.
Ensure job and component compliance with program, and co-op requirements.
Conduct research to satisfy customer questions/requests and to support the Account Management team.
Proactively Research and monitor issues; recommend solutions
Research issues to understand facts, scope and impact.
Monitor issues for timely resolution.
Collaborate with customer and Account Management and others to proposes win-win solutions.
Actively use Salesforce.com to monitor, participate in, and document customer support team activities
Log incoming calls as a new (incoming) Marketing Helpdesk case.
Monitor Salesforce.com case Grid and verify new (incoming) Marketing Helpdesk cases.
Accept (own) new Marketing Helpdesk cases until case is closed; documents and submits related case(s) as needed to complete all work / report all issues.
Clearly document dealer contacts and business activity in the correct Salesforce.com Account.
Update dealer on status of Marketing Helpdesk case via email and call, per team standard operating procedures.
Develop strong working relationships with customers and team members
Build a consultative relationship with customers.
Build and maintain a collaborative relationship with Account Management, and other account team members as required.
Foster and maintain professional and cooperative relations with key internal roles in order to effectively provide customer support and issue resolution, including Co-op, Fulfillment, Creative Services and Install team members.
Required Knowledge, Skills and Abilities:
Excellent interpersonal and communication skills (verbally and in writing).
Excellent skills in Microsoft Office Software (Word, Excel, Outlook, etc.)
Excellent organizational skills and attention to detail.
Demonstrated ability to self-manage to meet customer support requirements.
Demonstrated ability to work effectively in a fast-paced organization.
Demonstrated ability to multi-task, prioritize, coordinate projects, meet simultaneous deadlines and follow through on commitments.
Demonstrated ability to coordinate and collaborate as a team player to build strong relationships and demonstrate respect for colleagues at all times.
Demonstrated abilities in critical thinking and problem solving.
Demonstrated ability to quickly assess issues and coordinate effective solutions, despite obstacles.
Demonstrated ability to work independently with minimal supervision and under deadline pressure.
Demonstrated ability to identify and elevate potential issues / problems.
Demonstrated ability to learn quickly and effectively apply new knowledge and skills.
Demonstrated ability to listen to others and act appropriately on the information provided.
Knowledge of Sales processes and techniques.
Demonstrated ability to identify, quantify and resolve customer concerns, problems and needs in a diplomatic manner
Education and Experience:
Degree or equivalent experience: Associates Degree in Business with a concentration in Marketing, or equivalent of two (2) or more years of account management and customer service.
Bachelor-s degree preferred.
Specialized training in:
Experience in automotive marketing desirable.
Ability to sit for multiple hours at a time and to work multiple hours a day at a computer keyboard;
Ability to remain alert and focused during the workday.
Attention To Detail
Complex Problem Solving
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