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Dealer Support Coordinator Sr.

2 months ago

Bismarck, United States Doosan Bobcat Full time

At Doosan Bobcat, our success is powered by our people. Through our winning culture and one global team working together, we deliver the best products and service to our customers – and make the world a better place. Join our team today and start building your career with a worldwide leader.

Location : Bismarck



Job Information

Join Our Team of Groundbreakers & Be Part of Creating the Future 
At Bobcat, we're not just a company; we're a force for innovation, and our diverse team of groundbreakers is at the heart of our success. With a legacy of excellence and a commitment to empowering people to accomplish more, we're seeking passionate individuals who want to be part of our mission. 
 

Our company culture thrives on collaboration and creativity. We're a tight-knit, collaborative team that believes in turning dreams into reality. We've built a workplace that fosters personal and professional growth and offers competitive benefits to support your life outside of your career. If you’re looking for an opportunity to make an impact at the forefront of the industry, we have a place for you 

The Dealer Support Coordinator Sr. is responsible for providing comprehensive support to Bobcat dealers to ensure smooth operations and efficient customer service. This role requires a detail-oriented, organized, and customer-focused individual with excellent communication and coordination skills. The Dealer Support Coordinator Sr will act as a liaison between the dealers and internal departments to address inquiries, resolve issues, and facilitate effective communication.

This position is open to a location of Bismarck, ND or West Fargo, ND.



Role & Responsibility

  • Act as the primary point of contact for dealers, delivering timely and precise support. Provide guidance to dealers regarding sales, parts, and operational queries. 
  • Stay updated on new systems, product launches, and updates to effectively assist dealers.
  • Facilitate clear communication between dealers and internal departments, ensuring timely and accurate information dissemination, including vital updates, policies, and procedures.
  • Identify and analyze dealer issues, escalating complex problems to the relevant departments and ensuring timely resolution. Maintain precise records of dealer inquiries, issues, and resolutions.
  • Build and maintain strong relationships with dealers, ensuring a high level of satisfaction and loyalty. Serve as a reliable resource for dealers, providing guidance and support. 
  • Attend staff/department meetings and regularly scheduled sessions with internal and external counterparts to remain informed about business conditions and updated processes.
  • Coordinate and communicate logistics with internal and external teams regarding shipment delays, delivery discrepancies, or missing products.
  • Document calls and emails in Salesforce for future reference and metrics collection to enhance current processes.
  • On delegated projects own gaining an understanding of the project, execution, and communication of roadblocks and completion within the advised timeline. 
  • Assist in the training of new team members on systems, policies, and operational processes.
  • Investigate, document, and authorize the credit needed to process inaccuracies.
  • Provide support to internal departments in entering consignment orders, managing discontinued products, implementing price changes/product discrepancies, and launching new products.
  • Process credit/debit transactions associated with dealer-to-dealer shipments.

OEM Responsibilities (As applicable)

  • Maintaining relationships with Original Equipment Manufacturer (OEM) partners, ensuring effective communication and collaboration.
  • Collaborating with cross-functional teams to develop and implement strategies to optimize OEM support processes, enhance customer satisfaction, and drive business growth.
  • Assist in resolving any discrepancies or issues that may arise between the organization and its OEM partners.

Supervision Responsibilities (As applicable)

  • Lead and manage a team of support coordinators, providing guidance, training, and support to ensure the delivery of high-quality dealer support services.
  • Conduct regular performance evaluations, set goals, and provide feedback to support coordinators to enhance their skills and performance.
  • Generate reports on dealer support activities, including metrics, trends, and key performance indicators, to offer insights for management decision-making.
  • Manage workload distribution and ensure adequate coverage for incoming inquiries and response times to dealerships.



Job Requirement

  • Education Required: Associate's Degree preferred or equivalent experience.
  • Experience Required: 5 -7 years.  Previous experience in dealer support, customer service, or related roles.
  • Proven track record meeting or exceeding performance targets and metrics.
  • Demonstrated ability to resolve complex customer and dealer issues, improving customer retention and dealer satisfaction.
  • Demonstrated ability to effectively manage and prioritize multiple projects and tasks, delivering high-quality results.
  • Excellent communication and interpersonal skills.
  • Previous experience implementing process improvements and efficiency enhancements.
  • Detail-oriented with a focus on accuracy and efficiency.
  • High level of proficiency with CRM systems, order processing software, and other relevant tools.
  • Excellent problem-solving and decision-making skills. 
  • Proven ability to adapt to changing business needs and industry trends.
  • Ability to work independently and as part of a team.
  • Proven ability to analyze data, identify trends, and implement proactive customer support strategies for improved dealer experiences.
  • Exhibit high-level problem-solving and decision-making skills.
  • Willingness to take initiative and go above and beyond the role to ensure that dealer's needs are met.
  • Travel Requirement: