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DOOSAN BOBCAT Dealer Support Lead in JOHNSON CREEK, Wisconsin

JOB REQUIREMENTS: Occupational Category: Please choose the most appropriate choice based on the Job Title and Description. Duties and Responsibilties of Job: Job Information Manage Dealer Support Coordinators/Call Center representatives to streamline order fulfillment expectations and resolve problem areas related to sales orders in order to meet dealer re quirements. Monitor team issues to reduce or eliminate incoming issues by providing improved dealer support or improved information access via dealer facing systems. Role & Responsibility * Coordinating the expedite process for specific sales orders that carry a high priority to meet the dealer expectations. * Serve as a liaison between dealers, field staff, and internal staff on technical issues. If Sales: * Manage documentation for SOP archive used to manage the dealer support coordinator role duties. * Monitor open orders to ensure accuracy in system to allow staff to efficiently communicate status to the Dealer network. * Work with (Oracle/SAP/ Salesforce/Cisco) systems to ensure products/processes are set up correctly for seamless system flow to ensure finished products are filled and shipped timely. * Work with IT to isolate common system issues to direct root cause fixes and lead long term solutions that will reduce the need for incoming issues. * Wor k with product managers to assure order configurations are correct from ordering to invoicing. * Develop a network of people to get order fulfillment answers for improved customer satisfaction levels. * Support and build relationships within specific sales region as well as manage and mentor staff in their designated sales regions to ensure growth. * Mentor and support internal teams with roadblocks related to sales functions. If Aftermarket: * Coordinate efforts with Material Analysts & County Packaging to fulfill and expedite backorder demands * Manage internal UPS website for Trader Joe transactions. * Process Incompletion Log, UPS Overgoods, New and Terminated dealer follow up, aged backlog fulfillment. * Keep abreast of all current model changes and of all new models and attachments in order to aid and train internal personnel as well as the dealer network. * Serve as liaison between APLL and Aftermarket and manage pick release. * Manage the Parts Cu stom er Service case type to analyze and provide technical assistance to parts related inquiries from dealers regarding parts issues through systems such as Salesforce. * Understand engineering prints and verify product accuracy. * Investigate response times on Salesforce cases to reduce and meet response goals * Main point of contact for Bobcat Field Staff on escalated issues from dealers. Supervisory - Sales/Aftermarket: * Motivate and inspire the team to meet or exceed department metrics. * Professional development and training opportunities for team. * Develop, coordinate and implement training for call center staff. * Manage level loading and ensure adequate coverage of incoming and outgoing phone calls, Trader Joe transactions, Call Trac Cases and response time to dealers. Process Improvements - Sales/Aftermarket: * Create opportunities based on new product launches. * Develop out of the box solutions for priority backorder issues Job Requirement * E ducation required: Bachelor's degree preferred or equivalent experience * Experience required: 5>7 years * Travel required: 10-24% * Minimum of 2 years' experience preferred in a manufacturing facility using information systems that manage and control build processes and shipments * Proficient computer skills needed, able to use Microsoft office software, as well as the ability to maneuver multiple programs simultaneously * Thorough knowledge of manufacturing process from raw materials to shipping * Understand EBC and ERP systems as well as call center software * Ability to follow written and verbal instructions To view the full job description please use the link below. nZW5lcmljLjU3MzY2Lj ***** APPLICATION INSTRUCTIONS: Other: