What are the responsibilities and job description for the Client Experience Specialist position at TVH Parts Holding NV?
Client Experience Implementation Specialist
Full-time | GemOne | Location - Olathe, KS 66062
GemOne is a TECH company within the TVH Holding that aims at developing future-proof Smart Telematics solutions for optimal fleet performance management in multiple domains such as : track & trace, operational efficiency, security & safety and service & maintenance. We offer cloud-based solutions and the necessary hardware components to intelligently gather and enrich data of industrial equipment to streamline fleet management related processes.
To support the rapid and aggressive market growth of GemOne America's operations, we are looking for a Client Experience Implementation Specialist. This position reports to the Client Experience Director - Americas. This role plays an integral function in all internal and external customer support needs in the pre-sale, sale and post-sale customer life cycle. The Customer Service Specialist, will assist in all aspects of the Order-to-Cash process, including serving internal and external customers, external clients (dealers and end customers).
YOUR ROLE AND RESPONSIBILITIES
- Oversee all aspects of the Order-to-Cash process, including order confirmation, entry, logistics, and invoicing for both internal and external customer support.
- Collaborate with cross-functional teams, including sales, technical support, accounting, and senior management, to ensure smooth workflow and alignment on business objectives.
- Coordinate with team members across disciplines to ensure project requirements, deadlines, and schedules are met.
- Manage project deliverables by gathering, analyzing, and summarizing updates, and preparing detailed status reports.
- Manage high-profile projects, ensuring that all milestones are met, key stakeholders are engaged, and objectives are delivered on time. Oversee the end-to-end process, from initiation to successful implementation, with a focus on customer satisfaction
- Facilitate client-driven change requests, ensuring all stakeholders are informed about the impacts on project timelines and budgets.
- Address customer order inquiries and resolve any complaints promptly and professionally.
- Contribute to GemOne's overall customer experience strategy, ensuring high levels of satisfaction.
- Provide and manage basic customer support tickets, ensuring timely resolution.
- Assist with non-warranty product returns and credit processes.
- Participate in customer service improvement initiatives to enhance overall support.
- Support inventory management by assisting with stock levels and replenishment orders.
- Foster a culture of cross-functional collaboration, breaking down departmental silos to improve efficiency and communication.
- Lead cross-selling and up-selling initiatives with existing clients to drive additional business.
- Prioritize tasks effectively while ensuring adherence to Key Performance Indicators (KPIs).
- Communicate professionally and effectively with both internal and external clients.
- Consistently contribute to a respectful work environment that promotes productivity, growth, and team success.
Competencies
HOW TO SUCCEED
WHAT'S IN IT FOR YOU
You'll be part of a people-centric culture, where your well-being matters. Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits such as our onsite health clinic and our incredible dollar for dollar 401(k) match up to 6%. At our HQ, there's an on-site preschool, restaurant and where you can get active or enjoy our regular team get-togethers.
We also offer :
PEOPLE ARE AT OUR HEART
TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.
ABOUT TVH
TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.
TVH is an Equal Opportunity Employer. TVH will not discriminate against applicants based on race, color, religion, national origin, sex (including pregnancy and gender identity), sexual orientation, genetic information, or because they are an individual with a disability or a person 40 years old or older.
Questions?
Haily Park
haily.park@tvh.com