SUMMARY
The Customer Service Representative (CSR) is responsible to increase sales, profitability and market share with our customers for parts and service. He or she must provide an increased level of customer support and a high level of customer satisfaction to improve customer retention and increase confidence, providing Strongco an edge over the competition.
DUTIES AND RESPONSIBILITIES
- Responsible for growing parts and service sales within an assigned territory;
- Care & machine Inspections / Undercarriage & wear parts measuring;
- Customer Operator familiarization training;
- Visit customer sites to increase sales in parts and service;
- Act as a liaison between the customers and the parts manager and/or service manager and/or branch manager to provide information about customer problems and complaints as well as service requirements and opportunities;
- Sell and support specific promotions and items to customers within assigned territory
- Quarterly manufacturers parts promotions
- Rebuild components including engines, transmissions, cylinders differentials, struts and pumps
- Machine refurbishments / Midlife overhauls
- Used parts
- Attachments (new and used) including buckets, brooms, thumbs, etc.;
- Responsible for monitoring customer parts and service trends and coming up with corrective action as required;
- Build and maintain customer relationships, the Strongco Brand (image) and Vendor Brands;
- Identify customer targets for increased growth opportunity for sales and service;
- Call on customers at the time they purchase or rent equipment to provide them with training assistance, and offer maintenance services;
- With the parts and service managers’ guidance, provide the customer with technical, pricing and availability in the form of written quotations for large repairs;
- Call-on customers to follow up after major service repairs to ensure customer satisfaction;
- Participate as requested in customer outings, events, demos, and trade shows;
- Promote by attitude and action Strongco’s intent to provide superior customer service;
- Maintain a clean, neat appearance that promotes the company’s positive image;
- Train customers in the proper use of parts manuals, Care tracks, Parts on-line and diagrams as required;
- Assist with Machine Condition monitoring – such as Oils analysis;
- Work with Manufacturers representatives as required;
- Attend company sponsored training;
- Act as Liaison between Customers, Strongco and Manufacturers;
- Establish effective territory coverage;
- Weekly Call reporting;
- Weekly planned itinerary;
- Annual planned objectives and targets
CORE COMPETENCIES:
- Has excellent communications skills;
- Strong time management skills;
- Strong closing skills;
- Demonstrates ability to solve customers’ problems.
- Sees customer complaints as an opportunity not just a problem;
- Has a “backbone” – sells on value not just on price;
- Has familiarity with construction equipment;
- Has familiarity with the industries in which we work;
- Has general knowledge of dealer systems;
- Can work effectively with those who will support the position within the dealership (Service, Parts Sales, and Credit personnel);
- Has strong ethics, is honest and has integrity.
EDUCATION/ TRAINING:
- Has a sales/marketing certificate/degree;
- Has a mechanical background and interest;
- Has working knowledge of computers and Microsoft software.
