Wabash Customer Service Lead

Job Overview
The Customer Service Lead directs the daily sales activities of the Wabash Parts Customer Service team which includes developing and enforcing sales processes, enabling and leading sales activities, and promoting a "hunting and maintaining" mentality. This role will require in-person and electronic-based customer service, selling products and services to existing accounts and prospects, and coordinating daily shipments to ensure compliance with operational guidelines and customer deadlines. The position requires relationship development, account management, and some prospecting to support our overall goal of sustained year-over-year growth.

Responsibilities and Duties

Sales Operations

• Work with the General Manager to define sales processes and refine daily activities for the team.
• Daily review of defined territories to maintain a sales performance needed to achieve our defined goal/run rate.
• Develop and monitor key performance indicators (KPI's) and motivate the team to meet and exceed the goals.
• Review and determine customer escalation points such as sale and purchase agreements (SPAs), prepaid freight policies, return goods authorizations (RGAs), and pricing authorizations submitted by the team.

Product Knowledge

• Continually grow technical, product, and application knowledge of parts essential to the heavy-duty vehicle aftermarket and keep current on new products and product updates to answer customer questions.
• Suggest sale of related parts when identical replacements are not available.
• Effectively communicate features, benefits, and warranty policy information to customers.
• Learn all facets of the heavy-duty truck and trailer parts industry.

Sales Expertise

• Maintain current and growing customer accounts.
• Maintain call volume key performance indicators (KPIs).
• Maximize sales and gross profit within a defined territory and ensure sales goals are met.
• Identify opportunities of customer's future needs to drive sales.
• Leverage sales force automation tools to identify opportunities within accounts.
• Communicating opportunities and challenges to management.

Customer Service

• Advise customers and answer questions about products, prices, availability, and product features.
• Maintain consistent and clear communication with customers both in-person and electronically (phone and email).
• Engage with customers to determine immediate and long-term needs and drive sales.
• Build customer accounts through open and interactive communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Maintain an on-going liaison between Wabash Parts and its customers.

Team Development

• Consistently exhibits HTI's core values and servant leadership style.
• Directs employee's work through technical expertise.
• Reinforces change management efforts with employees.
• Sets and communicates daily goals and tasks that produce profitable business results and achieves high performance. Provides clarity on goals as necessary.
• Supports the team by solving common problems and making routine decisions that impacts them.
• Responsible for reporting all employee grievances, incidents and conflict management.
• Responsible for holding team members accountable to follow all company policies (ex. handbook, travel, etc.).
• Responsible for initial response when an emergency occurs, then reporting to leadership.
• Understand all safety and compliance procedures and report to leadership when not followed.
• Places an emphasis on employee engagement and retention to boost productivity and performance and reduce employee turnover.
• Participate in parts of the employee life cycle which includes hiring, development, engagement, retention and separation.
• Responsible for reinforcing timekeeping requirements with employees.
• Contribute to the definition of roles within the team to support the Value Creation Plan and set key performance indicators (KPIs) for each role to review on a regular cadence and in annual reviews.
• Understand team member's career goals and support them in achieving the career path they wish to follow.
• Contribute to the development of a training program for the team for specific roles and behavioral skills training.
• Encourage and foster a collaborative work environment within the team and between the team and other departments.
• Contribute to and oversee the team with the goal of developing reliable processes and procedures that produce results.

Skills And Qualifications

• High School Diploma (or GED) required.
• Associate's or Bachelor's degree (or currently pursuing) in Sales, Marketing, and/or Business, OR 4-6 years of sales, customer service, heavy-duty truck and trailer equipment sales, automotive parts sales or related industry experience required.
• Proficient in Microsoft Office Suite products with ability to conduct basic database tasks in Excel.
• Experience with an enterprise resource planning (ERP) system and/or sales force automation tools preferred.
• Proven ability to make and maintain sales and customer accounts.
• Excellent verbal and written communication skills.
• Ability to provide personable and professional customer service.
• Strong analytical, critical thinking and time management skills.
• Strong active listening and strategic influencing skills.
• Demonstrated ability to build strong relationships with all levels of internal and external personnel.
• Ability to stay adaptable to changing environments and tasks.
• Previous experience in process improvement preferred.
• Previous experience developing and measuring KPIs preferred.

Physical Requirements

• Must be able to lift/carry 50 lbs. infrequently.
• Prolonged periods of sitting at a desk and working on a computer.
• Full-time in office role.
• No travel required.