Outside Customer Care Representative

Position Summary

Reporting to the Aftermarket Customer Care Commercial Manager, the OCCR will be responsible for growing AMF aftermarket part sales, increasing Repair and Modernization (R&M) sales & driving service revenue in their Region. This position will work in close cooperation with OCCR Team Leader, Inside Sales (ISR), Regional Account Managers (RAM) & Field Service (FST) teams to drive customer satisfaction and revenue improvement.

Key Responsibilities

• Using hunting skills, research & develop new opportunities uncovered during customer visits which can be immediately handled by themselves and / or managed by Inside Sales Reps (ISR's) or Field Service Tech (FST) teammates.
• Develop and drive to conclusion an opportunity pipeline with probabilities, size, and next steps.
• Provide support to ISR and RAM colleagues in terms of leads and opportunity closure.
• Develop strong relationships with existing strategic customers in your Region and deliver superior customer service and support.
• Execute business presentations, proposals, quotes, service contracts, and R&M (Repair & Modernization) and parts sales.
• Utilize AMF-supplied tools such as CRM (Customer Relationship Management System), D365 (Dynamics ERP System), and others to be developed to ensure superior customer information tracking, pre-call planning, call reports, customer contacts, lead development, priorities, cases, opportunities, and quotes.
• Problem-solve internally to ensure that both the internal and the external customer needs are met in a timely and complete manner.
• Prioritize time to ensure good use of travel resources in a territory including maximum coverage per trip.
• Provide updates to monthly reports to keep the manager and fellow team members (ISR, RAM, FST) informed of opportunities, issues, and support needed.
• Become the 1st line of support for a customer for rudimentary support while in the field.
• Support a culture of safety and maintain zero accident environment and ensure a safe and suitable work environment for self, teammates, and customers
• Develop and / or hone bakery and bakery equipment knowledge by participating in equipment installs, upgrades, and service as well as assembly at various AMF plant facilities (Sherbrooke, Richmond, Tucker, etc.).

Required Knowledge / Skills & Experience

Desired Knowledge / Skills & Experience

COMPETENCIES

Customer Focus- Ensures that the customer perspective is a driving force behind business decisions and activities; develops and implements service practices that meet customers' and own organization's needs.

Results Focused - Can be counted on to meet or exceed goals; consistently delivers top performance; very bottom-line oriented and strategically focused; motivates self and others to achieve results. Delivers error-free work and does so with a high level of integrity

Relationship Building / Communication Skills - Demonstrates exceptional verbal skills in interpersonal interactions and instructional delivery so that the intended purpose is achieved. Prepares written material that is appropriate for the audience and accomplishes the intended purpose. Builds effective relationships of trust and credibility with internal and external customers that lead to buy-in and sponsorship within their businesses.

Problem-solving- Asks good questions and probes all sources for answers; sees underlying or hidden patterns; looks beyond the obvious and doesn't stop at the first answers. Uses rigorous logic and methods to analyze and understand why problems occur; generates and implements creative, cost-effective and realistic solutions

Leads with Values - Drives to win in a way that demonstrates values : respect for the individual, integrity, trust, credibility, continuous improvement, and teamwork.