Dealer Support Representative Jobs (NOW HIRING)

Grand Rapids - GRAND RAPIDS, MI 49544

Salary Range $20.96 - $25.48 Hourly Position Type Full Time Category Customer Service

Logisnext Americas Inc. has supported customers for more than 100 years as a technology-driven forklift manufacturer. In addition to being a forklift manufacturer, we are also a total solutions provider offering scalable products and services from material handling and automation to extensive fleet support.

About the role:

As a Dealer Support Representative, you will be responsible for providing exceptional support to our dealer networks, ensuring a satisfactory response and solution. As a crucial link between Logisnext and our dealers/customers, you will play an essential role in fostering positive relationships and resolving issues, with an opportunity to deliver critical service. As a key contact within the organization, our dealer support group is a vital resource our dealers use to ensure their businesses can move forward without interruption or delay, so they can then offer exceptional service to their customers.

What you will do:

• Dealer/Customer Assistance: Respond promptly to dealer inquiries via tickets through an online CRM ticketing system, emails, phone, or chats. Provide helpful, thorough, and accurate information in responses and updates. Sometimes this may mean simply responding to inform the dealer that we do not have an answer yet but are working on it to keep them well informed. Assisting dealers may include product information, web and user account assistance, and other general inquiries.
• Order Management: Responsible for all parts order-related administration. If a dealer has a question about a part, a backorder, or any aspect of a sales order, it is our responsibility to assist them to the best of our abilities or to route their concern to the appropriate department.
• Partner with Sales Team: Assigned to sales reps and specific dealers to further foster a positive experience for our dealers through regular communication and engagement. Provide ongoing support and materials to ensure dealers are knowledgeable about our offerings and become their go-to for any issues that arise.
• Cross-functional: Testing new features of dealer-facing websites and educating our customers on our systems and processes. Encouraged to document standard operating procedures for streamlined support and service. Collaborating with other departments to ensure the best possible customer experience.

When and Where:

• Monday through Friday, 8:30 am-5:30 pm EST. Hybrid Work Schedule: in the office 3 days a week at our Grand Rapids, MI office.

What you need to have:

• High School Diploma; Associate's Degree desired.
• 2-7 years of experience.
• Communication: Strong verbal and written communication skills to effectively interact with dealers and internal teams.
• Customer Focus: A commitment to provide exceptional customer service and ensure dealer satisfaction.
• Team Player: Ability to work collaboratively with various departments, people, and organizations.
• Empathy: A customer-focused mindset with the ability to empathize and focus on finding a solution for our customers.
• Problem Solving: Ability to analyze problems, and propose long-term solutions to minimize repeat issues
• Working knowledge of Microsoft Office (Word/Outlook/Excel/PowerPoint).

What would be nice to have:

• Mechanical ability or experience is preferred
• Bilingual (English/Spanish) preferred, but not required
• BPCS / SAP / CSD / CRM / Microsoft AX system knowledge is helpful

What we offer:

• Medical, dental, and vision benefits
• Paid Vacation, Sick Time, and Paid Holidays
• Profit Sharing Opportunities
• Flexible Spending and HSA Accounts
• 401k with automatic company contribution and company match
• Short-term and long-term disability insurance
• Life, Dependent Life, and AD&D Insurance
• Paid Parental Leave (Includes 6-8 weeks of maternity leave and 5 days of paternity leave)
• Employee Assistance Program
• Employee Discounts
• On-the-job training and development

The salary for this position ranges from $43,600 to $53,000 annually. The specific salary for a successful candidate will depend upon, among other legitimate factors, education, training, and/or experience.

To be considered for this role, all applicants must submit a full and complete application through our careers page.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Equal Opportunity Employer/Veterans/Disabled