Aftermarket Customer Support Specialist

About Vermeer Southeast

Vermeer Southeast Sales & Service, Inc, founded in 1967 is a heavy equipment sales and services dealer with locations in Florida, Georgia, and Alabama. In 2018 VSE became a 100% employee-owned company.

About the role

Vermeer Southeast is looking for an Aftermarket Customer Support Specialist to provide exceptional customer service by marketing/selling parts and through regular field calls on potential and assigned customers in a specific territory. Assist in inventory management.

What you'll do

Customer Satisfaction

• Call on customers in the field and promptly and completely address their concerns and needs.
• Build strong customer relationships.
• Interact with all contacts in a caring, professional, courteous and timely manner.
• Provide needed parts solutions to enhance customer equipment.
• Make quotes for price and availability to internal and external customers via fax, email, telephone and in person.
• Responds promptly to resolve customer issues and needs involving all departments at Vermeer Southeast
• Assists with set up and attendance goals on all customer seminars
• Adheres to dress code
• Maximizes time in territory cultivating relationships with existing customers

Marketing/Sales

• Market Vermeer products and services by soliciting customers through applicable sales strategies.
• Increase customer base and maintain current customers.
• Research and gain insight of the dealership’s aftermarket competition.
• Strategically work to increase aftermarket market share.
• Conduct customer training and support programs in parts.
• Attend, participate in and/or facilitate product presentations at customer clinic, individual customer locations, open house events and other meetings as needed.
• Understands how to ask strategic questions that uncover customers’ needs and expectations
• Follows up on leads and phone calls promptly
• Achieves annual sales projections for assigned accounts
• Adheres to Vermeer Southeast's payment and credit policies
• Maintain accurate information (i.e., quotes, note, equipment purchased, sales reports, etc.) of customers account utilizing existing database

Territory Management

• Strategically plan and utilize available tools to efficiently and effectively spend the majority of time in the territory.
• Maintain and update customer profiles.
• Complete and submit call reports on a regular basis.
• Adheres to Vermeer Southeast's payment and credit policies
• Adheres to scheduling requirements
• Prepare a daily written action plan to follow
• Utilize customer management software program to accurately track customer data

 Inventory Management

• Assist Parts Manager in analyzing existing inventory levels, customer demand and market share trends to maintain a profitable inventory balance.
• Assist with returns and warranty issues, including filing and tracking claims and ensuring proper credit is given to dealership.
• May assist with shipping/receiving and may load or unload equipment.
• Assist in stocking shelves, cabinets and displays.
• Adhere to department safety practices.

Qualifications

Education and Experience:

• Graduation from high school or GED equivalent. College degree a plus.
• Previous Sales and Industry experience desired.
• Forklift certification a plus.

Necessary Knowledge, Skills and Abilities:

• Ability to understand, read and follow verbal and written instructions.
• Must be able to multi-task and be detailed orientated with demonstrated follow through and organizational skills.
• Demonstrated interpersonal skills.
• Demonstrated facilitation and presentation skills.
• Demonstrated customer service skills.