Specialist Customer Experience

Additional Locations:  
Requisition ID: 23775 Ferrara/KME are premiere manufacturers of fire trucks and emergency response vehicles offering a full line of pumpers, aerials, industrial, wildland, and rescue apparatus. Working hands-on with both municipal and industrial fire departments, the Ferrara/KME team thrives on diagnosing departments' current apparatus limitations and response needs to custom design the perfect fire apparatus solution that will stand the test of time.   Ferrara/KME is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency and recreation markets. REV Group’s extensive vehicle line-up includes models such as ambulances, fire trucks, terminal trucks, RV’s and much more. Our 6,500+ employees continuously demonstrate their commitment to building innovative and reliable vehicles that our customers can depend on whether for a family trip across the U.S. or when responding to an emergency. Rev Group is a veteran friendly employer and hires over 200 veterans and or those transferring out of the military each year.  

Summary/Objective:  The Customer Experience Specialist (CES) is responsible for working in conjunction with the facility team to manage visitors to the Holden facilities. The CES ensures that guests, including dealers and end-users, are scheduled, greeted, escorted, and receive all necessary safety training and PPE for visits to manufacturing areas.

Essential Functions:

• Manage the visitor pre-registration process through various forms of communication including, but not limited to email, Teams messages and phone calls. This process will provide all the pre- and post- visitor requirements, logistics and follow-up for both visitors and internal staff.
• Ensure visitors are kept safe by positively and patiently implementing all safety protocols with groups so that their tours and inspections align fully with E-ONE safety policies. Engage with local EHS team as needed.
• Explain site and production information to all customers with a rapid-resolution focus.  This includes customer Fly-Ins, Preconstruction meetings, Mid-Point and Final Inspection visits, and Dealer on-site visits.  
• Coordinate and schedule additional personnel – engineering, production supervisors, sales application engineering, designers, etc – on an as needed basis to achieve desired results for factory visits and tours. 
• Plan and resolve customer site visit details, questions, and/or concerns through consistent, positive, and responsive communication.  Successful candidate will possess and demonstrate active listening, sincerity and empathy, professionalism and problem-solving. 
• Maintain accurate, electronic logs of customer visits, requirements, and interactions. 
• Work with local and regional sales managers to ensure that dealer and customer visitor requirements are met.  Prepare and distribute agenda for Fly-in visits to ensure customer action items for visit are achieved.
• Work with local reception and plant managers to choreograph on-site meetings, tours, and inspections. 
• Work with local production and quality teams to ensure inspection list(s) are clearly understood for complete resolutions.   

Competencies:

• Requires well-developed organizational skills and basic office operations to assure appropriate documentation and follow-through to meet the customer and business needs.
• Demonstrates a customer-focused attitude - committed to providing an excellent experience to all dealers and visitors.
• Willingness to assist with genuine interest in the well-being of others.
• Must demonstrate ability to work in fast-paced, deadline-oriented environment where the ability to meet deadlines is a must with constant communication required.
• Demonstrates proficient computer skills including accurate data entry into Microsoft Excel, as well as documentation and communication through Microsoft Outlook and other commercial applications.