Position Summary:
The Dealer Support Representative will be responsible for providing exceptional support to our network of dealers. This role involves managing dealer inquiries, resolving issues, and facilitating smooth transactions to enhance dealer satisfaction and loyalty. The ideal candidate will have excellent communication skills, a strong customer service orientation, and the ability to work collaboratively within the sales team.
Key Responsibilities:
- Dealer Relationship Management:
- Serve as the primary point of contact for dealer inquiries, providing prompt and accurate responses.
- Build and maintain strong relationships with dealers to ensure high levels of satisfaction and loyalty.
- Proactively communicate with dealers to understand their needs and offer appropriate solutions.
- Order Management:
- Process dealer orders accurately and efficiently, ensuring timely delivery of products.
- Monitor order status and provide updates to dealers, addressing any issues that arise.
- Collaborate with the logistics and warehouse teams to resolve shipping and delivery challenges.
- Issue Resolution:
- Investigate and resolve dealer issues, including order discrepancies, product returns, and technical problems.
- Escalate complex issues to the appropriate departments or the VP of Sales as needed.
- Follow up with dealers to ensure issues are resolved to their satisfaction.
- Product and Service Knowledge:
- Stay up-to-date on the company’s products, services, and promotions.
- Provide dealers with detailed product information and support them in selecting the right products for their needs.
- Conduct product training sessions for dealers as necessary.
- Sales Support:
- Assist the sales team in achieving sales targets by providing administrative and operational support.
- Analyze dealer performance and provide insights to the sales team to drive growth.
- Participate in sales meetings and contribute to the development of sales strategies.
- Documentation and Reporting:
- Maintain accurate records of dealer interactions, orders, and issues in the CRM system.
- Prepare regular reports on dealer activity and performance for the VP of Sales.
- Ensure compliance with company policies and procedures.
Qualifications:
- Bachelor’s degree in Business Administration, Marketing, or a related field preferred.
- 2+ years of experience in a customer service or sales support role, preferably in the e-commerce or retail/wholesale industry.
- Strong interpersonal and communication skills, both written and verbal.
- Excellent problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in using CRM software and Microsoft Office Suite.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong organizational skills and attention to detail.