Client Relations Specialist

1 week ago

Miami, United States Doosan Bobcat North America Full time
Job Overview

A Client Relations Specialist will deliver administrative sales and customer support to a Distributor Network of 15-20, serving as the primary contact for Dealers' commercial inquiries, requests, issues, claims, and more. A strong aptitude for Customer Service is crucial for this role, along with the capability to collaborate effectively within a team focused on process and performance enhancement metrics. Experience in Order Management using a comprehensive ERP system (e.g., ORACLE/SAP) is also vital for this position.

Key Responsibilities
  • Provide courteous and professional management of all assigned customers, ensuring urgency and responsiveness to all inquiries and issues. Implement best practice Customer Service in accordance with business needs and Doosan standards.
  • Contribute to the upkeep of key performance indicators and metrics, agreeing to and achieving improvement targets. Escalate issues that affect Customer Service performance and strive for solutions where feasible.
  • Proactively manage the open order book in line with customer and business requirements. Oversee the order fulfillment process from start to finish, adhering to customer needs and business policies. Coordinate responses to all post-sales customer inquiries, escalating issues and bottlenecks in the order fulfillment process as necessary.
  • Pursue continuous enhancement of customer service performance and satisfaction. Process all Customer Orders, Quotes, Holds, Disputes, etc., promptly and in line with established standards. Foster Customer awareness among other teams.
  • Address and resolve all customer inquiries, problems, and complaints, escalating when necessary to ensure timely responses.
  • Build and maintain excellent working relationships with Field Sales teams to enhance communication and customer service. Actively engage in Sales & Dealer Meetings to promote a deeper understanding of Doosan's Customer & Marketplace.
  • Collaborate with all internal teams to enhance order fulfillment and customer satisfaction, including supply chain, credit, collections, transport, sales, marketing, etc. Support team members as needed, remaining responsive and adaptable to changing customer and team demands.
Qualifications
  • Education & Qualification: Bachelor’s degree in Business Administration or equivalent
  • Experience: < 5 years
  • Travel Requirement: < 10%
  • Minimum of 2-4 years relevant experience in a process-oriented multinational environment
  • Experience in managing multi-location teams
  • Willingness to travel across Latin America.
  • Global Exposure: Multi-Site (> One Location)
  • Experience in cross-border sales administration
  • Proficiency in English and another modern Spanish language
  • Diploma/degree level education
  • Strong computer skills with experience in an ERP system
  • Excellent communication abilities
  • Strong Systems Experience (MS Office, Oracle 11i, etc.)
  • Strong Process Experience
  • Capability to manage multiple demands and meet deadlines
  • High attention to detail.
  • Outstanding written and verbal communication skills
  • Effective time management and organizational skills
  • Strong interpersonal communication skills
As part of the Doosan Group, which employs over 43,000 individuals in 38 countries globally, the company provides products and solutions to help strengthen businesses and communities. Doosan Bobcat is a leading global manufacturer of construction, agriculture, landscaping, and grounds maintenance equipment, attachments, and services. The company is dedicated to empowering individuals to achieve more.

Doosan Bobcat North America is home to renowned brands, including Bobcat compact equipment, Doosan portable power products, Ryan and Steiner grounds maintenance equipment, and Geith attachments. Doosan Bobcat North America operates under the tradename of Clark Equipment Company.

Doosan is committed to fostering an inclusive and diverse workforce and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. If you have a disability or special need that requires accommodation, please contact us. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.

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