Customer Service Coordinator

Guiding with Principles and Passion! Newman Tractor is a family-run heavy equipment sales, rentals & parts dealership. We paired our dealership with used equipment and a wide array of attachments to serve the construction, utility, mining, energy, and agricultural industries. We continue to grow and have expanded to 5 locations across KY, FL, and OH, renting nationwide.

Newman Tractor is founded on strong principles that guide us, our employees, and our customers to always do what is right and pour into those we serve. We strive to be an employer of choice providing our employees with a trusting and nurturing work environment. Our aim is to hire humble & hungry individuals looking to grow in their career both personally & professionally. We believe in sharing our success not only with our employees but also with our greater community and invite you to learn more by applying to our open position!

The Customer Service Coordinator is responsible for making sure Newman Tractor customers have an excellent first impression and experience. Responsibilities include processing calls, electronic media, and in-person inquiries to ensure the proper connections and introductions are made. Responsible for duties that spread over basic administrative duties such as answering phones, ordering/maintaining office supplies, to Marketing duties such as customer swag, customer contact updates, and Accounts Receivable duties such as mailing statements, credit applications, and setting up new customers. The position will also assist in projects including other departments as needed, within company priorities.

Customer Interaction & Support (Primary Responsibilities)

• Actively and consistently support all efforts to simplify and enhance the NT customer experience
• Answer telephones, greet visitors, assist, and route to the appropriate staff member
• Respond to “contact us” inquiries or forward to the correct party for response
• Collect relevant caller data to assist with measurement, tracking, and reporting activities
• Acquire key prospect data from the initial conversation, from the web, and other sources to ensure clean and accurate data is entered in CRM for hand-off
• Add details of customer inquiry into CRM

Sales & CRM Management

• Operate within the CRM system to track sales leads, report on customer interactions, and ensure authentic information is available to the company for reviewing customer performance metrics
• Input New Machine Details into the ERP as purchased
• Complete lead generation report monthly and reach out to complete any gaps
• Clean up HubSpot duplicate records in downtime

Credit duties

• Mail customer statements on the 15th of each month
• Send A/R reminder emails to customer
• A/R credit application processing
• Utilize NT Portal to review applications for completeness, identifying any missing or incorrect details, and contact customers to gather the necessary information (e.g., updated phone numbers or email addresses)
• Send credit reference requests by emailing the two or three references listed on the application, attaching a Word document that needs to be completed
• Follow up daily for up to three days or until the completed Word document is returned, ensuring the process is completed in a timely manner
• Set up new customer in the ERP system
• Enter updates to Business Partners in ERP
• Confirm all companies applying for credit are registered with secretary of state and upload screen shot to portal

Administrative & Office Management

• Check company mailbox daily by 11 am, sort and distribute mail, visit the post office as needed
• Process requests for FedEx, UPS packages, and certified mail
• Order and stock office supplies as needed
• Complete swag orders - fill as needed
• Complete new customer bags - as needed
• Track all swag inventory on a regular interval and report to Marketing & Human Resources

Backup & Special Projects

• Back up the Sales Coordinator for invoicing purposes
• Support on a project basis with all departments as needed
• Proactively keep abreast of our industry and adapt to current/future technology landscapes

Qualifications

• 2 years’ experience in a professional office setting is preferred
• Experience with answering multiple line phone system
• High Proficiency with Microsoft Office (Outlook, Excel, PowerPoint, Word) required
• Experience in sales/upsells in a transaction-based environment such as a call center or retail location, demonstrating the ability to provide customers with the best options that fit their needs is preferred
• Understanding and experience of CRM platforms with a focus on HubSpot
• Exceptional ability to communicate verbally and in writing; ability to adapt communications to various audiences
• Ability to understand and carry out verbal and written instructions
• Strong organizational skills and keen attention to detail
• High School Diploma or equivalent

Benefits

• 80 hours of paid vacation (prorated in year of hire)
• 401k with up to 4% match of total compensation
• HDHP & Co-pay medical plans with 80% of premium paid by employer for employee coverage (other coverages available)
• Voluntary coverages offered for Dental, Vision, Voluntary Life, Accident & Critical Illness
• Company provided STD, LTD, and Life Insurance
• Other benefits can be discussed with eligible applicants
• Paid Weekly
• Work hours: 8am-5pm, Monday thru Friday