Dealer Support Coordinator Sr

Job Information

As a Dealer Support Coordinator Sr., you are responsible for providing comprehensive support to Bobcat dealers to ensure smooth operations and efficient customer service. You will act as a liaison between the dealers and internal departments to address inquiries, resolve issues, and facilitate effective communication. This role requires a detail-oriented, organized, and customer-focused individual with excellent communication and coordination skills.

Role & Responsibility

• Act as the primary point of contact for dealers, delivering timely and precise support. Provide guidance to dealers regarding sales, parts, and operational queries 
• Stay updated on new systems, product launches, and updates to effectively assist dealers
• Facilitate clear communication between dealers and internal departments, ensuring timely and accurate information dissemination, including vital updates, policies, and procedures
• Identify and analyze dealer issues, escalating complex problems to the relevant departments and ensuring timely resolution. Maintain precise records of dealer inquiries, issues, and resolutions
• Build and maintain strong relationships with dealers, ensuring a high level of satisfaction and loyalty. Serve as a reliable resource for dealers, providing guidance and support
• Attend staff/department meetings and regularly scheduled sessions with internal and external counterparts to remain informed about business conditions and updated processes
• Coordinate and communicate logistics with internal and external teams regarding shipment delays, delivery discrepancies, or missing products
• Document calls and emails in Salesforce for future reference and metrics collection to enhance current processes
• On delegated projects own gaining an understanding of the project, execution, and communication of roadblocks and completion within the advised timeline
• Assist in the training of new team members on systems, policies, and operational processes
• Investigate, document, and authorize the credit needed to process inaccuracies
• Provide support to internal departments in entering consignment orders, managing discontinued products, implementing price changes/product discrepancies, and launching new products
• Process credit/debit transactions associated with dealer-to-dealer shipments
• Perform other related or assigned duties

OEM Responsibilities (As applicable)

• Maintaining relationships with Original Equipment Manufacturer (OEM) partners, ensuring effective communication and collaboration
• Collaborating with cross-functional teams to develop and implement strategies to optimize OEM support processes, enhance customer satisfaction, and drive business growth
• Assist in resolving any discrepancies or issues that may arise between the organization and its OEM partners

Supervision Responsibilities (As applicable)

• Lead and manage a team of support coordinators, providing guidance, training, and support to ensure the delivery of high-quality dealer support services
• Conduct regular performance evaluations, set goals, and provide feedback to support coordinators to enhance their skills and performance
• Generate reports on dealer support activities, including metrics, trends, and key performance indicators, to offer insights for management decision-making
• Manage workload distribution and ensure adequate coverage for incoming inquiries and response times to dealerships

Job Requirement

• Education Required: Associate degree preferred or equivalent experience
• Experience Required: 5 -7 years.  Previous experience in dealer support, customer service, or related roles
• Proven track record meeting or exceeding performance targets and metrics
• Demonstrated ability to resolve complex customer and dealer issues, improving customer retention and dealer satisfaction
• Demonstrated ability to effectively manage and prioritize multiple projects and tasks, delivering high-quality results
• Excellent communication and interpersonal skills
• Previous experience implementing process improvements and efficiency enhancements
• Detail-oriented with a focus on accuracy and efficiency
• High level of proficiency with CRM systems, order processing software, and other relevant tools
• Excellent problem-solving and decision-making skills
• Proven ability to adapt to changing business needs and industry trends
• Ability to work independently and as part of a team
• Proven ability to analyze data, identify trends, and implement proactive customer support strategies for improved dealer experiences
• Exhibit high-level problem-solving and decision-making skills
• Willingness to take initiative