Corps Team
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Caren Cohen
Dealer Support Representative
Minneapolis, MN 55447 US
Posted: 03/06/2023
2023-03-06
2023-04-30
Employment Type:
Contract
Industry: Manufacturing
Job Number: 16286
Field of Expertise: Administrative
Job Description
Our client, a leader in the power sports industry, is seeking an experienced Dealer Support Representative for a 6+ month contract assignment in Plymouth, MN. This position will be onsite for training and then transition to hybrid (3 days onsite, flexible days).
JOB DESCRIPTION
The Non-Technical Dealer Support team is made up of dedicated employees providing the highest level of partnership. The goal for the team is to foster business relationships, build rapport and show a commitment to trust. The team is responsible for providing industry leading support for all product lines and a vast array of business functions.
The Non-Technical Dealer Support representative is focused on how we can continue to be easier to do business with as a partner to our dealers while understanding that each dealer interaction can have an impact on the end user. Each representative is responsible for understanding what support a dealer needs, educating dealers about options and then pursuing solutions. Team members are highly skilled at leveraging internal resources to drive positive outcomes and exceed the expectations of our dealer partners and end users.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Dealer Contact Ownership
JOB DESCRIPTION
The Non-Technical Dealer Support team is made up of dedicated employees providing the highest level of partnership. The goal for the team is to foster business relationships, build rapport and show a commitment to trust. The team is responsible for providing industry leading support for all product lines and a vast array of business functions.
The Non-Technical Dealer Support representative is focused on how we can continue to be easier to do business with as a partner to our dealers while understanding that each dealer interaction can have an impact on the end user. Each representative is responsible for understanding what support a dealer needs, educating dealers about options and then pursuing solutions. Team members are highly skilled at leveraging internal resources to drive positive outcomes and exceed the expectations of our dealer partners and end users.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Dealer Contact Ownership
- Communicate with dealers in a highly specialized way, providing solutions to dealership staff who need support for a variety of products, systems, and programs.
- Demonstrate expertise in providing coaching and recommendations to all levels of dealership personnel to foster productivity, profitability, and outstanding customer experience.
- Work with a sense of urgency for all contacts and set clear guidelines on anticipated resolution for issues that require follow up.
- Demonstrate mastery of a multitude of internal systems, dealership resources and 3rd party vendors to drive solutions.
- Tailor communication style to audience, understanding the priorities of dealership staff at all levels as well as internal staff
- Understand internal measurements and metrics for success, ensuring that each contact meets or exceeds those measurements and understand how they impact the dealer.
- Display forward thinking in how you propose solutions, focusing on long- and short-term business objectives and definitions of success
- Act as a subject matter expert for a designated product line or business unit
- Support other representatives within the Non-Technical Dealer Support team with associated questions or issues. Act as the voice of the dealer and provide the council with appropriate business units by offering proposals based on relevant contact data.
- Facilitate problem solving, research, and dispute resolutions.
- Participate in the resolution of escalations initiated that involve dealers our industry partners. Provide insight on solutions and demonstrate creative thinking to ultimately bring resolution.
- Utilizing existing systems, identify key contact trends, conduct analysis, consolidate takeaways, and document outcomes.
- Content Management: document changes to existing or new standard process to support team members and build upon existing department & external knowledge base.
- Develop new approaches to address issue resolution, improve dealer sentiment, reduce costs and improve owner satisfaction
- Strive to implement LEAN into daily activities by minimizing process disruption both internally and externally.
- Bachelor’s degree
- Minimum of two years B2B or B2C experience
- Strong problem-solving skills with a commitment to meet or exceed service level promise
- High level of curiosity and ability to grasp a wide variety of topics encompassing all aspects of the business.
- Preferred French or Spanish language fluency for both written and verbal communication to support multilingual dealerships.
- Strong desire to deliver industry-leading support and build strong relationships with dealership staff at all levels.
- Critical thinking skills to work in a grey area role that may not have standard answers but does result in financial impact to the company or dealership partners.
- Strong prioritization skills and attention to detail
- Effectively communicate across all levels including senior leadership
- Excellent verbal and written skills, ability to understand audience and articulate thoughts and ideas. Proficient in explaining complex situations to dealer partners to drive meaningful outcomes.
- Demonstrate sound analytical problem-solving skills by balancing practical application of experience, creativity, and consistent follow-through.
- Team player - act as a liaison between internal departments and bridge communication gaps
- Current knowledge of software and applications– Microsoft Outlook, Microsoft Office Suite of products, and SharePoint. Microsoft CRM, Showcase and AS400 experience a plus.
- Powersports or automotive dealership experience preferred.
Meet Your Recruiter
Caren Cohen
Recruiting Consultant
Caren joined Corps Team in 2021. Caren has over 20 years’ experience in advertising, public relations and customer care.
A graduate of the University of Georgia, Caren is a loyal Bulldogs fan and enjoys attending games with her husband Reece and two children, Jackson 20 and Dylan 17. She is dedicated to finding the right person for the position and is thrilled when she finds the ‘perfect fit’ for her clients. She is excited to be connecting amazing candidates with amazing companies.