Club Car boasts a 60+ year history of industry-leading innovation and design, initially focused on golf cars and then expanding to commercial utility vehicles and personal-use transportation.
GENERAL JOB DESCRIPTION
This role is critical in delivering a great customer experience for our channel partners and consumers and is primarily responsible for supporting customers with parts orders. This individual will serve as a Club Car parts expert and will be primarily responsible for managing all aspects of parts support (ordering, order management, parts ID, parts DSIs, part inquiries, disputes, etc.). The role will directly engage with customers and facilitate growth by eliminating barriers and supporting customers with their inquiries. The position will utilize the MDI process and appropriate problem solving techniques to drive performance improvements across the organization.
This role is responsible for driving a high level of customer engagement and ensuring customer satisfaction from initial parts inquiry through the post delivery of orders. This includes the handling of all operational transactions and the coordination of order flow activities to ensure we meet our commitments to the customer. Team members may be assigned accounts that they are primarily responsible for supporting and relationship building. Incoming support request volumes vary and team members will support each other to ensure all customer requests should be managed in a timely and high quality manner. Team members should do their best to serve the moment by providing the support requested and advising of the proper channel or by warm transferring to the appropriate team or individual in situations, they are not able to directly support.
Essential Job Functions:
Provide customer support for parts pre order activities (pricing, availability, proposal, quoting, technical specifications, parts identification and custom solutions).
Manage part orders and escalations from placement to invoicing through multiple channels (phone, fax, EDI, E-Mail, and websites) with promise dates, order entry support, date management, credit processes, transportation, international load codes, CPU, aged backlog < 60 days, etc.) in collaboration with finance, supply chain and operations).
Partner with finance to support customers with credit evaluations, credit requests and lease requests, and credit lines.
Manage part orders from placement to invoicing through multiple channels, including phone, fax, EDI, E-Mail, and websites to ensure 100% customer satisfaction.
Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, backorders, supersession’s, etc.
Provide high quality service through efficient use of all Salesforce / Oracle / Siebel / Mapics and other operating systems related to order fulfillment and customer activity.
Coordinate with the transportation provider to maximize efficiency of deliveries from a cost and delivery performance perspective.
Utilize our Claims system (ETQ) to ensure claims e.g. DSI, claims, returns are processed based on policies and within established processing times.
Responsible for driving customer satisfaction with assigned portfolio of customers.
Provide customer support regarding Used Car MSO/MCO’s.
Respond to product queries and for technical questions refer to appropriate channel.
Drive Pricing and order processing consistency within the channels.
Leverage Salesforce Case Management system to effectively manage customer requests.
Manage disputes and credit and rebill requests, responsible for all customer disputes and collaborating to resolve, and issuing requests as required.
Generate revenue by soliciting promotional items while utilizing upselling techniques.
EDUCATION, EXPERIENCE & SKILLS
Education:
Associate Degree in Business, Marketing, Supply Chain or Finance. Bachelor’s Degree preferred.
Experience:
5 – 7 years of experience in a customer service inside and/or outside sales preferably in an industrial environment.
Demonstrated ability to build strategic relationships with various levels of customer’s organization.
Team player, excellent verbal and written communication skills
Ability to work a hybrid work schedule
Club Car is a diverse and inclusive environment. We are an equal opportunity employer, dedicated to hiring a diverse workforce; including individuals with disabilities and United States qualified protected veterans.
