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Customer Service Representative

2 months ago

Aurora, United States MacQueen Equipment Full time

Customer Service Representative - Emergency

Job Type Full-time Description *About MacQueen*

From small beginnings back in 1961, MacQueen evolved to what it is today: the premier dealer, supplier, and partner to private companies and municipalities throughout the Midwest. With over a dozen locations, we service cities, towns, and businesses by providing the street sweepers, sewer cleaners, garbage trucks, snow removal equipment and vacuum excavators that keep communities functional, clean, and safe.

In 2016, MacQueen became an authorized Pierce fire truck dealer, and MacQueen Emergency was born. Today we sell, service, and support fire apparatus and other life-saving emergency equipment for fire departments across our territory. We also acquired two long-standing companies Bell Equipment and 5 Alarm to bolster our network.

MacQueen is growing, and were looking for qualified job seekers to grow with us. We offer a family-first, flexible environment with ample opportunities for professional development.

At MacQueen, we make work play. We tackle complex challenges, work hard, high-five and celebrate. Were risk-takers, fast learners, and trailblazers. We pride ourselves on integrity and work to improve the lives of everyone who dedicates their talents to our company. Together, were redefining an industry in desperate need of a shakeup.

**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.

Requirements **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 Drivers 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

*