Customer Service Representative

Customer Service Representative | Bristol, IN (North)

Regular Employee | Salary Non-Exempt | $55,000.00 - 70,000.00

What you'll do:

Summary

The Customer Service Representative will interface with clients to identify and recommend for
purchase, parts and services associated with all product lines produced and
capable of being serviced by the company. Answer inbound calls and perform
outbound calls which identify new business opportunities, generate parts
quotations and sales. Check for accuracy on all electronic orders and
approve/release EDI sales orders. Address client concerns and resolve with
accuracy, speed, and commitment to the result. Issue and process return goods
authorizations and facilitate timely payments. Will work independently as well as part of a team to
ensure all interactions are completed to the customer's satisfaction. This position may have the ability, at management's discretion to work remotely and or as part of a hybrid work environment.

Job Responsibilities

• Communicate issues to Technical Engineering support for solution.
• Coordinate with buyer for special part purchases.
• Determine vehicle specifications (on-line, file, or other data management systems).
• Expedite and follow-up on customer orders.
• Initiates sales calls to existing customers to assess the need for replenishing inventories.
• Know and understand the competitive landscape and communicate actively with leadership.
• Meet or exceed all individual including but not limited to 96% First Pass Answer Rate, and departmental performance metrics as defined by leadership.
• Order parts using company ERP system, on - line parts manuals, engineering prints, and photographs.
• Participate actively in special initiatives that contribute to sales, profit, process, procedure, and performance improvements.
• Prepare, issue, and follow up on all parts sale's quotes with intent on quote conversion to a sale.
• Process sales orders and meet assigned individual sales quota.
• Provide support and guidance to shipping department personnel.
• Resolve customer service-related issues.
• Respond promptly, accurately, and professionally to customer inquiries (phone, e-mail, fax, EDI, Salesforce).
• Work collaboratively with vehicle sales teams to understand client expectations and deliver on service level commitments.
• Work directly with customers, identify solutions, leverage cross-selling and up-selling programs to maximize revenues.
• Develop new and existing relationships with existing and prospective customers (internal/external), suppliers and industry professionals in order to increase revenue opportunities.
• Work toward client relationship development, client sales growth and supporting the outside sales team(s)
• During customer interactions, recommend, inquire, seek to understand customers and prospects to proactively seek opportunities to generate additional sales of, including but not limited to parts, field installation and other services currently provided by Utilimaster Aftermarket Services.
• All other duties assigned.

What you need to be successful:

Qualifications

• Requires strong product knowledge of the operation and assembly of Utilimaster vehicles
• Ability to interact positively written and verbal with customers, fleet managers, and the owners of these units
• Knowledge of products; Walk-in Van, Truck Body, Trademaster, Reach, Upfit
• Excellent verbal / Written Communications
• Computer skills including Office, Outlook, Salesforce, and Aurora
• Ability to interpret build orders, BOMs, and assembly prints
• Ability to problem solve
• Ability to work in a team environment and work independently
• Excellent attendance
• Customer Service / Customer Relations oriented
• Selling skills
• Detail / accuracy oriented
• Tactfulness
• Ability to negotiate with the customer
• Empathetic to customer issues when required
• Being able to handle a high stress environment
• Capable of high-volume call processing
• Bilingual in English/Spanish a plus.

Additional Requirements

• At-Home high-speed internet
• Participate and train associates on-site, when required
• Ability to travel, as required up to 10% of time
• Sustainment of 96% Answer Rate in call phone systems
• Monday-Thursday work scheduled 8:00am local time. - 5:00pm local time., or as otherwise assigned
• Friday work schedule 7:30am local time- 4:30pm local time, or as otherwise assigned
• Maintain "Ready" status in Salesforce Omni-Channel or other customer case management systems
• Employee must be logged into Company phone/call center management systems and displayed as ready and working 80% of the time at a minimum
• Employee must punch in at the beginning of the shift and must punch out at the end of the shift using company time-keeping applications and methods
• Adherence to all company policies and code of conduct requirements

Why Aebi Schmidt Group?

Our people are our greatest asset, and your success is our success! That's why we provide comprehensive benefits that support your health, financial security, and work-life balance-so you can thrive both personally and professionally.

At Aebi Schmidt Group, we don't just offer benefits-we invest in your well-being. Join us and experience the difference!

T he Aebi Schmidt Group is a
global leader in intelligent solutions for customers who care for clean and
safe infrastructure and cultivate challenging grounds.

At Aebi Schmidt USA, we are
proud to offer a wide range of high-quality products designed specifically for
your unique needs. Our global product brands bring you an exceptional variety
of equipment for both summer and winter maintenance, airport operations, and
agricultural technology. From sweepers and trailers to spreaders and snowplows,
we have the equipment you need to tackle any challenge. Our dedicated workforce
is committed to helping you achieve economic, safe, and efficient solutions
that improve your performance and overcome any obstacle.

Our mission at Aebi Schmidt
Group is to go beyond individual projects and strive for total solutions. We
believe in providing you with comprehensive and integrated systems that enable
efficient and effective operations. Whether you're behind the wheel of a
snowplow truck in winter, cleaning the streets in summer, keeping airport
runways clear, or hauling rental equipment on a trailer, we have a custom
solution to help you overcome any challenge that the environment might throw at
you.

Equal Employment Opportunity (EEO)
Aebi Schmidt Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran or status as a qualified individual with a disability, or any other characteristic protected by applicable federal, state, or local law.
If you have a disability and would like to request an accommodation in order to apply, please email us at careers@aebi-schmidt.com.

Aebi Schmidt Group is an E-Verify Employer
Aebi Schmidt Group uses E-Verify, which is an online system operated by the U.S. Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility and validate social security numbers. Through participation in the E-Verify program, information entered on Form I-9 will be provided and compared to information available at both of these agencies. See posters for more details. E-Verify Notice U.S. Right to Work Notice.