Customer Service Representative

1. Customer Interaction: Respond promptly and professionally to dealer and customer inquiries via phone, email, chat, and in-person interactions. Provide accurate information about our products, services, and policies to assist dealers and customers in making informed decisions. Handle and resolve dealer and customer complaints efficiently, escalating issues to the appropriate teams when necessary. 2. Order Processing: Accurately process dealer orders, returns, and exchanges, ensuring a smooth and efficient transaction process. Coordinate with logistics, billing, and other departments to ensure timely delivery and resolution of dealer orders. 3.Account Management: Maintain and update dealer and customer records in our system, ensuring all information is accurate and current. Follow up with dealers and customers post-interaction to ensure satisfaction with our products or services and address any ongoing concerns. 4. Problem-Solving: Identify and troubleshoot common dealer and customer issues, providing effective solutions that align with company policies. Analyze dealer and customer feedback to suggest improvements and enhance the overall customer experience. 5. Product Knowledge: Stay informed about the company’s products, services, and any updates or changes. Provide dealers and customers with expert advice on product features, benefits, and usage to meet their specific needs. 6. Cross-Departmental Collaboration: Work closely with sales, marketing, parts, and technical support teams to address dealer and customer needs and deliver seamless service. Communicate dealer and customer feedback to relevant departments to help drive product and service improvements. 7. Documentation: Maintain detailed records of dealer and customer interactions, including inquiries, complaints, and resolutions. Prepare reports on dealer and customer service activities and trends to support strategic planning and decision-making. 8. Customer Retention: Build and maintain strong relationships with dealers to foster loyalty and encourage repeat business. Execute dealer and customer retention strategies, such as follow-up calls and special offers, to enhance customer satisfaction and loyalty. 9. Training & Development: Participate in ongoing training programs to improve product knowledge, customer service skills, and technical abilities. Mentor and assist new team members in understanding company policies, best practices, and procedures. 10. Compliance: Adhere to company policies, procedures, and legal guidelines to ensure ethical and professional handling of all customer interactions. Ensure compliance with data protection and privacy regulations when managing dealer and customer information. Qualifications: · Proven experience in a customer service role, with a strong track record of delivering exceptional service. · Excellent communication skills, both written and verbal. · Strong organizational skills, with the ability to manage multiple tasks and priorities effectively. · Proficiency in Microsoft Office Suite and familiarity with CRM systems. · Ability to work independently and as part of a team. Work Schedule: · Standard business hours with occasional requirements to work extended hours or weekends based on business needs.