Vehicle Customer Service Representative

Duties and Responsibilities:

Dealer Customer Service

• Primary contact for domestic dealer inquiries related to vehicle orders, releasing and availability.
• Builds and maintains strong relationships with the field sales force and the dealer network, listening to their concerns in a compassionate manner and striving to provide acceptable problem resolutions.
• Receives and schedules new vehicle orders and releases product according to established guidelines.
• Assists dealers in resolving problems with vehicle orders, shipments, crate mix-ups, order errors, refusals to accept delivery and other order-related issues.
• Assists dealers in redirecting their excess on-order quantities to dealers who have placed additional orders to meet their retail requirements.
• Assists dealers in using online dealer-to-dealer transfer process to transfer vehicles from dealers with excess inventory.
• Understands and strives to resolve concerns from dealer network which they did not create, but must provide an acceptable resolution.

Sales Support

• Monitors dealer out of stock conditions and encourage dealers to place new orders; coordinates new orders with District Sales Manager.
• Processes vehicle order adjustments including cancellations, accelerations and deferrals of releases and color changes, and adjusts vehicle delivery schedules as required.
• Monitors inventory movement and availability for special releases, including orders to fulfill bids.
• Processes dealership buyouts by transferring the Kawasaki-floored inventory accounts receivable obligation from the selling dealer to the new dealer.
• Gathers and reports field information about product desirability, competitive activity and industry activities.

Administration

• Prepares analysis and reports of Kawasaki inventory status, open order reporting, and other dealer activity and inventory reports for Sales division staff.
• Maintains files of transactions pertaining to the vehicle ordering and releasing process.
• Assists in the re-pricing of invoices for released product to support Kawasaki’s price protection programs.
• Changes Kawasaki flooring terms on invoices and orders, as necessary to support sales program requirements.
• Assists with order period related tasks, such as order period setup, model/dealer maintenance and adjustments, and dealer flooring requirements.
• Assists Dealer Services and provides Vehicle Ordering and Inventory presentation to new dealers during “Kawasaki Road to Success”.
• Uses reports and inventory management tools to provide product availability and order status information to dealers and field sales staff.
• Assists and encourages dealers to use the business management tools available to them through K-Dealer.com.
• Prepares daily MCOs for mailing to dealers.
• Actively pursues self-development activities such as further education and/or management development courses to prepare for a leadership role within the department.
• Works with and gives assistance to other department members in creating a cohesive and effective team.

Education and Experience:

High school diploma or general education degree (GED) is mandatory; a Bachelor's degree (BA/BS) or equivalent from four-year college is preferred; and minimum one year related experience and/or training in a customer service environment; or equivalent combination of education and experience.

Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The items listed below are representative of the knowledge, skill, and/or ability required.

• Exhibits excellent oral and written communication skills.
• Demonstrates the ability to successfully prioritize and organize multiple, competing tasks.
• Extremely detail and deadline oriented.
• Brings energy and enthusiasm to group or team efforts.
• Sold knowledge and experience working with Microsoft’s Word, Excel, PowerPoint and Access software.

Equal Opportunity:

Kawasaki is an Equal Opportunity Employer; employment with Kawasaki is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.