Dealer Support Representative

2 weeks ago

Plymouth, United States Disability Solutions Full time
At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

JOB SUMMARY:

The Non-Technical Dealer Support team is made up of dedicated employees providing the highest level of partnership to our Polaris dealer network. The goal for the team is to foster business relationships, build rapport and show a commitment to trust with Polaris dealers and industry partners. The team is responsible for providing industry leading support for all Polaris product lines and a vast array of business functions within Polaris.

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 Polaris 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 Polaris internal tools to drive positive outcomes and exceed the expectations of our dealer partners and end users.

Each team member is responsible for sharing the voice of the dealer to internal Polaris stakeholders. Each interaction with a dealer presents the opportunity to understand the impact internal decisions have in the field. Representatives work to bring awareness to opportunities within Polaris, partner with peers, department leadership and Polaris business units to support issue resolution and document outcomes for continuous learning.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Dealer Contact Ownership

  • Communicate with Polaris dealers in a highly specialized way, providing solutions to dealership staff who need support for a variety of products, systems, and programs.


  • Provide 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 Polaris 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 Polaris 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.


Cross Functional

  • Act as a subject matter expert for a designated system, product line, or business unit within Polaris. Contribute to the development of process documents that empower internal stakeholders to find answers and support team members as needed. Act as the voice of the dealer and raise awareness to appropriate business units by offering proposals based on relevant contact data.


  • Facilitate problem solving, research, and dispute resolution between Polaris dealers, the Central Service team and internal Polaris departments.


Continuous Improvement

  • 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.


Dealer Facing Content Management: Leverage contact trends to develop content for dealers to provide a self-serve option to solve issues on their own.

  • Develop new approaches to address issue resolution, improve dealer sentiment, reduce costs and improve owner satisfaction


  • Strive to adopt LEAN into daily activities by minimizing process disruption both internally and externally.


SKILLS & KNOWLEDGE:

  • 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 Polaris business.


  • 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 Polaris or dealership partners


  • Strong prioritization skills and attention to detail


  • Effectively communicate across various levels of organization management


  • 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


WORKING CONDITIONS:

  • Fast paced office environment. Adhering to Polaris corporate standard for hybrid work location.


  • The majority of time is spent working directly with Polaris dealers, via phone and electronic communication.


  • Limited travel to dealerships and sales meetings.


We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE. Apply today

At Polaris we put our employees first, by offering a holistic approach to their health and financial wellbeing. Polaris is proud to offer competitive compensation, including a market-leading profit-sharing plan that is fundamental to our pay-for-performance culture. At Polaris, employees are owners of the company through company contributions to our Employee Stock Ownership Plan and discounted employee stock purchases plan. Employees receive a generous matching contribution to 401(k), financial wellness education and consultation to plan for their financial future. In addition to competitive pay, Polaris provides a comprehensive suite of benefits, including health, dental, and vision insurance, wellness programs, paid time off, gym & personal training reimbursement, life insurance and disability offerings. Through the Polaris Foundation and our Polaris Gives paid volunteer time off, we support employees who actively volunteer their time, efforts, and passions to improve the health and wellbeing of the communities in which they live, play and work. Employees at Polaris drive our success and are rewarded for their commitment.

About Polaris

As the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. Polaris' high-quality product line-up includes the Polaris RANGER®, RZR® and Polaris GENERAL™ side-by-side off-road vehicles; Sportsman® all-terrain off-road vehicles; military and commercial off-road vehicles; snowmobiles; Indian Motorcycle® mid-size and heavyweight motorcycles; Slingshot® moto-roadsters; Aixam quadricycles; Goupil electric vehicles; and pontoon and deck boats, including industry-leading Bennington pontoons. Polaris enhances the riding experience with a robust portfolio of parts, garments, and accessories. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe. www.polaris.com

EEO Statement

Polaris is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.

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