Customer Relations Manager

Part of Dover Corporation’s Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands: Rotary Lift®, Chief®, Forward®, Direct-Lift®, Ravaglioli, Hanmecson®, Revolution®, Elektron, Blitz, Nogra, Butler, Space and Sirio.

Part of Dover Corporation’s Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands: Rotary Lift®, Chief®, Forward®, Direct-Lift®, Ravaglioli, Hanmecson®, Revolution®, Elektron, Blitz, Nogra, Butler, Space and Sirio.

SUMMARY:
This position will tirelessly pursue customer relationship management in all segments of Rotary Solutions.  This position manages a team of Customer Relationship Consultants that respond to diverse customer needs through effective telephone and written correspondence focusing on Service to our Customers. Provide support to Executive leadership in executing necessary reporting responsibilities and perform related field reporting problem analysis. This individual must demonstrate a sense of urgency and helpful demeanor with all internal and external customers, taking ownership of all duties from start to finish. This position is responsible for timely and accurate order entry, reporting, verbal and written communication with distributors, national accounts, sales representatives and internal personnel within the designated area of responsibility.

 

ESSENTIAL JOB FUNCTIONS INCLUDE:

• Lead the organization of the CRC Department and establish goals, work instructions and lead the coordinate all aspects of order entry  through use of telephone, email and systems for finished product and parts orders, with emphasis on detail and accuracy.
• Grow sales by assigning accounts and regions to CRC’s for account management, order entry, order follow up and customer support.
• Work closely with sales leaders in all segments of Rotary Solutions including OEM, Key Account Management.
• Respond to customers’ requests via phone and written communication, to effectively address customer needs and handle job related inquiries.
• Establish the process for qualifying and closing sales leads.
• Develop an approval process for no charge and memo orders to correct field problems, replace faulty parts under warranty, etc., including credit requests.
• Maintain and promote information on various sales programs (i.e. competitive discounts, special promotions, stocking programs).
• Assist as needed in any problems regarding shipping, being the liaison between logistics and the customer.
• Manage the process for order status and change requests, as well as any pricing discrepancies.
• Manage projects for building tools for “self-serve” requests from our partners (order status, order entry, invoice inquiry, etc.).
• Other duties as assigned.

KEY DOVER COMPETENCIES:

• Ethics & Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others. Ensure that all business activities - with both internal and external customers - be performed with a professional demeanor and that all participants be held accountable to this high standard.
• Communication: Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports. Listens to understand input, feedback and concerns. Provides complete information in an open, honest, and straight-forward manner. Responds promptly and positively to questions and requests.
• Teamwork/Relationships: Works with other employees willingly and in a spirit of cooperation and teamwork. Supports cooperation. Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Vehicle Service Group's business in the U.S. and abroad. Cooperates fully with others to achieve organizational goals.  Is tactful, courteous, and considerate. Embraces a positive outlook. Is respected and trusted by others.
• Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements. Uses technical/analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems. Works with both internal and external customers to develop solutions which meet company-wide needs and objectives. Applies a sense of urgency to resolve problems or create opportunities that will increase productivit