Product Engagement Specialist
1 week ago
RealTruck stands as the leading manufacturer and digital hub for accessories tailored for truck, Jeep, Bronco, and off-road enthusiasts globally.
Our extensive product lineup, including the Husky Liners total vehicle protection brand, features more than 850 patents and pending applications.
RealTruck's omni-channel retail strategy ensures a seamless consumer experience both online and through our expansive network of over 12,000 dealers and automotive partnerships.
For further details, please visit our website.POSITION SUMMARY
The Product Engagement Specialist will enhance sales and customer satisfaction by overseeing and tracking all transactions.
This role serves as the primary liaison between the Sales team and various departments within the brand that directly influence the fulfillment of customer orders and requests.
Responsibilities include reaching out to customers to provide product insights and support.The Specialist will adhere to daily protocols to achieve the organizational goal of delivering exceptional customer experiences, particularly regarding new products, promotions, on-site training, customer communication, order management, warranty issues, and updates.
This position emphasizes service to our international clientele.CORE FUNCTIONS
Analyze data and statistics to assess the customer service level provided at the site; review existing processes to identify areas for enhancement; propose recommendations and implementation plans aimed at reducing costs and boosting revenue (including freight claims, ASN/EDI issues, audits, orders, and potential missed sales opportunities).
Communicate and document requirements or changes across the organization.
Manage the resolution of outstanding A/R issues with input from the sales team, A/R, and customers.
Collaborate with relevant operations personnel to ensure a 100% fill rate and timely product delivery according to customer specifications.
Cross-train across all brands.
Review customer back orders daily; proactively escalate and communicate issues as needed.
Demonstrate strong ownership of accounts.
Ensure compliance with partner agreements, including managing customer portals and maintaining scorecards (if applicable); keep all pricing accurate and updated within systems, including customer cross-reference part numbers where available.
Enhance overall customer experience, foster engaged customers, and facilitate growth.
Interact directly with customers regarding inquiries, order entry, tracking, and any necessary steps for successful fulfillment.
Lead solution-development initiatives that effectively address customer and end-user needs while coordinating the involvement of all necessary company and partner personnel.
Maintain a balance between company policies and customer benefits; address issues in a manner that serves both interests; perform with high accuracy and productivity without compromising quality.
Oversee order management and serve as the primary internal contact for customers and sales personnel.
Supervise the process for updating and maintaining training manuals.
Perform other related duties as assigned or as necessary; remain adaptable to customer and organizational needs.
Manage portals where applicable and stay informed about new programs.
Prepare, review, and analyze daily open order reports and material releases.
Adopt a proactive communication approach with both internal and external customer bases.
Report on missed opportunities and sales volume.
Collaborate closely with the quality and technical departments regarding quality concern returns and issues.
Work with the data team to resolve issues related to data verification integrity and fluctuations.
QUALIFICATIONS & REQUIREMENTS
Education and Experience
A high school diploma is required.
A minimum of 3 years of experience in customer service and/or sales is required.
Experience serving international customers is preferred.
Bilingual proficiency in English and Spanish is preferred.
Required Licenses
A valid driver's license and a clear DMV record are required.
Skills, Abilities, and Knowledge
Proficiency in database software, internet software, CRM tools, and mapping software.
Ability to effectively utilize Microsoft Office, including Excel, Outlook, PowerPoint, and Word.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and group settings to customers, clients, and colleagues.
Travel
Frequent travel may be required; up to 35%.
COMPETENCIES
Problem Solving - Identifies and resolves issues promptly; gathers and analyzes information skillfully; develops alternative solutions; works effectively in group problem-solving situations; uses reason even when addressing emotional topics.
Verbal Communication - Communicates clearly and persuasively in various situations; listens and seeks clarification; responds effectively to questions; demonstrates group presentation skills; participates in meetings.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to other perspectives; welcomes feedback; contributes to building a positive team spirit; prioritizes team success over individual interests; supports collective efforts to succeed.
Organizational Support - Adheres to policies and procedures; completes tasks accurately and on time; supports organizational goals and values; promotes affirmative actions and respects diversity.
Quality - Demonstrates accuracy and thoroughness; seeks ways to enhance and promote quality; applies feedback to improve performance; monitors personal work to ensure quality.
Safety and Security - Observes safety and security protocols; reports potentially unsafe conditions; utilizes equipment and materials appropriately.
Dependability - Follows instructions, responds to management direction; takes responsibility for personal actions; keeps commitments; is willing to work extended hours when necessary to achieve goals.
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