Aftermarket E-Commerce Coordinator

Description

Purpose:

The Aftermarket eCommerce Support Coordinator will be responsible for making certain that Virtual Parts Counter customer registration, ordering, communication, payment, and order fulfillment processes occur in a timely and efficient manner. This will require effectively working with locations and customers to make certain HTI delivers a positive eCommerce customer experience. Additionally, this position will provide location parts overflow call support during peak business periods. Similar to online parts order fulfillment, the person in this position will work directly with customers and locations to fulfill parts orders placed over the phone. Finally, this position will make outgoing calls promoting parts and service sales specials and provide Parts Operations project support as needed. The position requires strong customer experience and interpersonal skills.

Responsibilities:

1. Lead HTI Virtual Parts Counter order fulfillment process and make certain that sales and positive customer experiences are maximized, and order fulfillment times are minimized
2. Monitor location eCommerce order que and ensure that order status and fulfillment communication updates are provided to the customer consistent with Company goals
3. Work with HTI Marketing and maximize the use of Virtual Parts Counter advertising, coupon code and other portal functionality that can provide customers with a differentiated and positive customer experience
4. Ensure locations have Virtual Parts Counter sales, order fulfillment and customer experience data that they need to continuously improve
5. Collaborate with Virtual Parts Counter suppliers and vendors to make application changes and improvements that yield a better customer experience and maximum sales for HTI
6. Provide location overflow parts call support and work with customers and locations to fulfill parts orders taken over the phone
7. Monitor online service requests and follow through with locations to ensure the customer has been contacted and the request processed
8. Add and remove customer equipment requests made through the portal
9. Provide used equipment sales leads that come through the portal to location sales team
10. Make outgoing calls to customers promoting HTI parts and service sales specials
11. Provide support on Parts Operations & Sales special projects as needed
12. Participate in all John Deere sponsored parts eCommerce webinars and training

Qualifications

• A strong John Deere parts background with good communication skills is preferred
• Ability to use standard John Deere applications, Microsoft Office, and internet functions
• General understanding of mechanical/technical terms preferred
• High School diploma or equivalent experience
• The ability to work in an office environment, leveraging a phone and computer
• Physical requirements include lifting at least 10 lbs.