Dealer Service Representative

The Dealer Service Representative works as an integral part to field primarily U.S. and Canada dealership correspondence and calls within the Customer and Dealer Support Center, along with some additional international stakeholders. The core responsibility of this role is providing dealers in the US and Canada support with any inquiries related to ordering, invoicing, H-D systems concerns, and Harley-Davidson University. This position will require decision making without established resolution methods and working through multiple areas within Harley-Davidson to assure resolution of routine and non-routine issues and inquiries are completed. This position is responsible for troubleshooting and providing clear and complete documentation of dealership problems and requests, as well as meeting pre-established metrics.

The Dealer Service Representative role is currently remote; however, the ideal candidate will be local to the Milwaukee area in the event that the on-site schedule varies based on the needs of the role and/or department.

• Required to develop expertise to provide information and training with various systems such as SAP ECC/CRM, AS400, RyderShare, Visteon, H-Dnet and HDU to support dealers with processing and maintaining orders, VIN transfers, Vehicle logistics, Embedded Navigation, dealer operational system, and dealership online training platform
• Access information to assist with research, or collect data needed to resolve complex dealership inquiries and issues
• Engaging professionally with diverse stakeholders through different communication channels (both written and verbal)
• Collaborate with stakeholders to address issues quickly and accurately, as well as to identify and report trends
• Continually meet or exceed minimum pre-established metrics for dealer service quality as monitored on a weekly, monthly, and yearly basis
• Demonstrate and continuously improve knowledge of all Vehicle, Parts & Accessories, Apparel & Licensing, Marketing promotions and events, and other Harley-Davidson programs, policies and procedures
• Participate in a self-directed work team and hold self and team members accountable to team determined guidelines, rules, and policies in a constructive manner
• Research, process, and train dealers with Return Merchandise Authorizations
• Process duplicate MCO requests and VIN label requests
• Support and validate urgent warranty and down traveler dealership direct ship parts requests
• Validate and submit Dealer Inspection Requests to ensure parts quality meets engineering specification and packaging requirements
• Assist with P&A fitment and feature inquiries which may include reviewing Windchill engineering prints and part specifications
• Serves as a mentor or resource to others on the team, monitor team call coverage and assists in the training of new associates
• Communicates problem resolution to dealers, team leads on a timely basis

N/A

Required

• Typically requires a minimum of 3-5 years of related experience.
• Experience in technical customer service/account management, wholesale customer relationship management, or order system management
• Demonstrated ability to effectively communicate, influence and resolve issues using various methods (telephone, email, face-to-face, etc.).
• Ability to work with team members to solve problems that may not have an established resolution method.

Preferred

• Demonstrated ability to work with minimal supervision
• Ability to find creative solutions to complex problems while operating within Company policies