Key skills
IAMSAPCommunicationCritical ThinkingNegotiationSales
About this role
Role Overview
- Monitor Global CCC KPIs and address and resolve CSAT cases.
- Develop an accountable, collaborative, diverse, entrepreneurial, and passionate team.
- Drive operational excellence to our IAM and OES partners.
- Day to day support of the Sales Desk Agent Team and new employee training
- Help drive alignment with the Aftermarket distribution centers and manufacturing plant(s) to ensure allocation to meet customer delivery needs.
- Support process improvement by improving overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.
- Maintain or create work instructions and quick references for the team; collaborating with Service Desk Organization Leader.
- Help drive customer satisfaction on all performance indicators by engaging cross functional teams as applicable.
- Provide backup support for the team in shortage situations. This can include but not limited to: Answering incoming customer phone calls and provide professional first-class sales support, email support, and/or entering in orders.
- Review and provide feedback through call reviews and email monitoring and support and back up Customer Service Team Leads.
Requirements
- Bachelor's Degree or equivalent years of relevant experience
- 2+ years of experience in a help desk, service desk, call center or equivalent technical service management environment
- Strong understanding of regional aftermarket value chain (product knowledge, pricing, marketing, branding, distribution), customer requirements and trends
- Strong critical thinking skills with exceptional analytical, communication, interpersonal, and organizational skills.
- Negotiation skills a plus.
- Ability to act as a strong service leader in front of the customer with knowledge of material availability
- Ability to communicate effectively laterally and horizontally to internal and external business partners
- Skilled SAP management.
- Understanding of existing OES LTAs and agreements concerning Aftermarket/understanding of dealers and IAM network
Benefits
- Annual Incentive Plan
- Paid Vacation
- 401k Plan
- Health Care Benefits
- Paid Holidays