Customer Service Operations Specialist
2 weeks ago
Position Overview:
The Customer Service Operations Specialist plays a vital role in the effective functioning of the Service Department. This position encompasses a variety of responsibilities including managing unit inventory processes, conducting pre-delivery inspections (PDI), and facilitating delivery orientations.
Key Responsibilities:
- Assist customers with service inquiries and warranty repairs for boats, motors, trailers, and ATVs/UTVs.
- Support the sales of parts and accessories as needed.
- Uphold a strong commitment to exceptional customer service, ensuring a positive and efficient experience for all clients.
Customer Interaction:
- Welcome all new unit delivery, service, warranty, and parts customers with a friendly and efficient approach.
- Address service, warranty, and parts inquiries both over the phone and in person.
Inventory Management:
- Collaborate with the Receiving Department to unload, inspect, and verify VINs of new units delivered by manufacturers.
- Label units with barcodes and update their lot locations in the inventory management system.
- Maintain clear communication regarding unit inventory status and assist with physical inventory counts.
Delivery Preparation:
- Print daily delivery schedules to prepare for upcoming orientations.
- Conduct final PDI and inspect detailing of all units scheduled for delivery, reporting any discrepancies to the Service Manager.
- Verify correct rigging and accessory installation as per work orders.
Customer Education:
- Prepare Owner's Delivery Packets and necessary documentation ahead of customer pick-up.
- Educate customers on unit and accessory operation, maintenance procedures, and break-in guidelines.
Service Coordination:
- Assist service customers in documenting their concerns on the Repair Order.
- Support the Service Manager in creating related work orders and keeping customers informed about repair estimates and progress.
Warranty and Parts Management:
- Stay updated on product warranty policies and procedures.
- Assist with warranty repair authorizations and the creation of related work orders.
- Facilitate the receiving and sale of parts within the inventory management system, ensuring accurate payment processing.
Travel Requirements:
- Perform tasks under general supervision, utilizing established procedures while also making recommendations for improvements.
Benefits:
- Comprehensive medical and dental coverage.
- Health Savings Account and Flexible Spending Account options.
- 401k Retirement Savings plan.
- Paid holidays.
Diversity and Inclusion:
- We are committed to hiring decisions that are free from discrimination based on race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable law.
Accommodation:
- Qualified individuals with known disabilities may be entitled to reasonable accommodations under applicable laws.
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