Customer Service Representative - Emergency

Description

Job Title: Customer Service Representative - Emergency

Department: Operations

Reports To: Director of Aftermarket Sales & Support

FLSA Status: Exempt

Location: Various

Summary

The Customer Service Representative EM is responsible for the sales growth, customer development and sales support performance of Parts & Service within the Emergency line of business - including segment sales growth, profitability, and customer relationships. Additionally, is accountable for the immediate and on-going disposition of the MacQueen Emergency sales strategy throughout their respective territory. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

1. Timely and efficient processing of sales quotes and customer disputes in support of Territory needs in conjunction with MacQueen Service & Parts, Pierce, and other Service Providers.

2. Meet with customers to promote value-creating solutions and to resolve problems, while maintaining intentional contact with major customers within territory.

3. Ability to recap business lost and work in a proactive manner in an attempt to regain lost revenue.

4. Conversion of approved quotes to sales orders, place sales orders, and when needed, provide customers order status updates.

5. Maintain pricing, margin and part number integrity in all quotes and sales orders.

6. Respond to incoming phone calls from customers regarding order placement, order status and initial handling of technical requests

7. Partner across organization, Sales, Marketing and Parts & Service, to develop & execute growth plans, and customer development plans.

8. Build supportive relationships with all departmental and functional leaders. Help them with information, advice, support, perspective and analysis.

9. Maintain excellent relationships and reputation with key suppliers and other manufacturers we represent.

10. Review and respond to KPI Scoreboards as needed.

11. Actively work with Manager and CSR team to ensure professional growth, customer service levels, and leadership skills are aligned with the MacQueen Way.

12. Participate in mid-year and annual performance evaluation reviews with their direct Manager

Supervisory Responsibilities

This position has no supervisory responsibilities.

Qualifications & Competencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  

· Systems

1. Functional knowledge of key operating systems: CDK, CXM, Microsoft BI

2. Expert knowledge of critical Supplier applications

3. Functional knowledge of phone system and ability to manage customers through it

4. Functional capability with Microsoft Office suite of applications, and other applications utilized by MacQueen operations

· Technical

1. CDL Driver’s License

2. Functional knowledge of Supplier products

3. Functional knowledge of key equipment systems and components in relation to potential order requirements

4. Ability to read and interpret documents such as safety rules, operating and maintenance

instructions, and procedure manuals. Ability to write routine reports and correspondence.

· Interpersonal

1. Ability to develop and maintain healthy relationships with Sales Reps, Service & Parts Managers, Leadership, and support employees

2. Ability to develop and maintain healthy relationships with customers and effectively resolves any Parts or Service related disputes

3. Effectively communicate in various environments and settings through multiple channels

· Leadership

1. Create safe, positive work environment for employees.

2. Ability to participate in teams to identify and execute on a set of goals while maintaining team cohesion

3. Ability to solve practical problems and deal with a variety of concrete variables in situations

where only limited standardization exists. 

4. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

· Business Acumen

1. Ability to calculate figures and amounts such as discounts, proportions, and percentages.

2. Understanding of interdepartmental relationships and can meet outcomes across departments

3. General knowledge of industry Warranty processes and guidelines

Key Performance Metrics

· Net Promoter Score or Customer Satisfaction

· Warranty claim variance

· <24 hr. customer response time

Education and/or Experience

· Associates or Bachelor’s degree from an accredited institution in fire service field preferred

· 5 years direct Fire Service experience with management responsibilities or 5 years Emergency Management industry experience

· High level of performance in prior roles *Internal Applicants*

Certificates, Licenses, Registrations

CDL required

Physical Demands 

The physical demands described here are representative of those that must

be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this Job, the employee is regularly required to stand; walk; use

hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is

occasionally required to climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The

employee is frequently required to sit. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment 

The work environment characteristics described here are representative of

those an employee encounters while performing the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential

functions.

While performing the duties of this Job, the employee is regularly exposed to moving mechanical

parts. The employee is occasionally exposed to high, precarious places; fumes or airborne

particles; outside weather conditions and vibration. The employee is occasionally exposed to

wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of

electrical shock. The noise level in the work environment is occasionally loud.