What are the responsibilities and job description for the Aftermarket Customer Support Specialist position at Vermeer Southeast?
About Vermeer Southeast
Vermeer Southeast Sales & Service, Inc, founded in 1967 is a heavy equipment sales and services dealer with locations in Florida, Georgia, and Alabama. In 2018 VSE became a 100% employee-owned company.
About the role
Vermeer Southeast is looking for an Aftermarket Customer Support Specialist to provide exceptional customer service by marketing/selling parts and through regular field calls on potential and assigned customers in a specific territory. Assist in inventory management.
What you'll do
Customer Satisfaction
- Call on customers in the field and promptly and completely address their concerns and needs.
- Build strong customer relationships.
- Interact with all contacts in a caring, professional, courteous and timely manner.
- Provide needed parts solutions to enhance customer equipment.
- Make quotes for price and availability to internal and external customers via fax, email, telephone and in person.
- Responds promptly to resolve customer issues and needs involving all departments at Vermeer Southeast
- Assists with set up and attendance goals on all customer seminars
- Adheres to dress code
- Maximizes time in territory cultivating relationships with existing customers
Marketing/Sales
- Market Vermeer products and services by soliciting customers through applicable sales strategies.
- Increase customer base and maintain current customers.
- Research and gain insight of the dealership’s aftermarket competition.
- Strategically work to increase aftermarket market share.
- Conduct customer training and support programs in parts.
- Attend, participate in and/or facilitate product presentations at customer clinic, individual customer locations, open house events and other meetings as needed.
- Understands how to ask strategic questions that uncover customers’ needs and expectations
- Follows up on leads and phone calls promptly
- Achieves annual sales projections for assigned accounts
- Adheres to Vermeer Southeast's payment and credit policies
- Maintain accurate information (i.e., quotes, note, equipment purchased, sales reports, etc.) of customers account utilizing existing database
Territory Management
- Strategically plan and utilize available tools to efficiently and effectively spend the majority of time in the territory.
- Maintain and update customer profiles.
- Complete and submit call reports on a regular basis.
- Adheres to Vermeer Southeast's payment and credit policies
- Adheres to scheduling requirements
- Prepare a daily written action plan to follow
- Utilize customer management software program to accurately track customer data
Inventory Management
- Assist Parts Manager in analyzing existing inventory levels, customer demand and market share trends to maintain a profitable inventory balance.
- Assist with returns and warranty issues, including filing and tracking claims and ensuring proper credit is given to dealership.
- May assist with shipping/receiving and may load or unload equipment.
- Assist in stocking shelves, cabinets and displays.
- Adhere to department safety practices.
Qualifications
Education and Experience:
- Graduation from high school or GED equivalent. College degree a plus.
- Previous Sales and Industry experience desired.
- Forklift certification a plus.
Necessary Knowledge, Skills and Abilities:
- Ability to understand, read and follow verbal and written instructions.
- Must be able to multi-task and be detailed orientated with demonstrated follow through and organizational skills.
- Demonstrated interpersonal skills.
- Demonstrated facilitation and presentation skills.
- Demonstrated customer service skills.
- Bilingual (English/Spanish) a plus.
- Possess basic typing and computer skills.
- Must have a valid driver’s license (CDL class A).
- Knowledge of current industry trends, understanding of general repair practices and dealership aftermarket capabilities.
- General knowledge of blueprints, hydraulics, hydrostatic and electrical systems.
- Working knowledge of the hazards and safety precautions common to equipment.
Benefits offered
- Employee Stock Ownership Plan (ESOP) - Certified Employee-Owned
- Health insurance
- Dental and Vision plan
- Flexible Spending Accounts (FSA)
- Company Paid Telehealth Program - MediOrbis
- 401K Retirement Plan
- Paid Holidays & Vacation
- Others
We are a Drug Free Workplace and an Equal Opportunity Employer
