Responds to all enterprise parts-related e-mails, phone calls, faxes and letters from dealers and end-user customers on questions and problems regarding the company Parts (company Parts) website.
Reports company Parts website defects, suggests enhancements to developers and tests the fix. Provide advanced product/service information and respond to complex customer questions about the product/service.
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
Provide fault isolation and resolution to limit and address issues promptly.
Monitor team members' use of t, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/service.
Look for opportunities during service interactions to bridge customer needs to additional products/services offered by the organization