Customer Experience Specialist (CES) - Ocala, FL

Additional Locations:  
Requisition ID: 19710 E-ONE manufactures custom and commercial fire trucks including pumpers and tankers, aerial ladders and platforms, rescues of all sizes, quick attack units, industrial trucks, and ARFF (aircraft rescue firefighting vehicles).   Established in 1974, E-ONE has grown to become an industry leader in just a few decades, and today employs more than 1,000 people who manufacture over 400 fire trucks per year. Innovation has been the company's driving force and continues to be the impetus behind its pursuit of innovative technologies. The result is state-of-the-art fire rescue vehicles recognized for superior firefighting and rescue capabilities.   E-ONE is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency, commercial, and recreation markets. REV Group’s extensive vehicle line-up includes models such as ambulances, fire trucks, school buses, terminal trucks, RV’s, luxury buses, 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.  

 Customer Experience Specialist (CES)

 

The Customer Experience Specialist (CES) is responsible for working in conjunction with the E-ONE team to manage visitors to the Ocala 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 E-ONE 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. 

 

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.

 

Work Environment: This job operates in a professional office and manufacturing environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and other critical visual management tools.

 

Physical Demands:  The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

 

Position Type/Expected: Full Time / Monday – Friday

 

Travel: None

 

Education and Experience:  High School Diploma or equivalent, Minimum 1-3 years of experience in customer service preferred