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Aftermarket Customer Service Manager in Statesville, NC at Doosan Bobcat

Date Posted: 2/10/2018

Job Snapshot

Job Description

Job Information

The Aftermarket Customer Service Manager is accountable for managing all related activities to meet and exceed customer expectations related to aftermarket parts order flow, customer call and email traffic, parts sales tracking, segmentation and comprehensive analysis.

Role & Responsibility

Sales & Marketing Support

  • Manage customer service communication with all channels on Aftermarket initiatives, dealer scorecards, market share goals, etc. in conjunction with Product Marketing and Sales Teams. 
  • Manage and maintain related content for aftermarket webpage.
  • Co-develop, co-manage AM Parts marketing and sales growth plans, assist in execution via direct reports
  • Use part sales data analysis to define areas of concern and growth opportunities.

Customer Service

  • Manage the call center and integrated CRM system to provide direction for initiatives to support objectives. Use Salesforce for key operational processes and improvements throughout Aftermarket
  • Provide internal sales support and reporting for Field Sales Team to drive financial results.
  • Develop metrics and KPI’s for all key aspects of Customer Service to exceed customer expectations.
  • Manage relationships with all Channels (Dealers, National Rental Accounts, and Government Agencies) through the CSR team to maximize the financial success in all areas of the Aftermarket.
  • Manage Parts distribution at factory and Chicago Distribution facility to maximize on time delivery and customer satisfaction

Business Management

  • Nurture relationships with other departments to achieve business objectives.
  • Work with direct reports to resolve and overcome obstacles that may inhibit the objectives set forth for the aftermarket CSR team. 
  • Work with the field sales group to resolve channel conflict when it arises.
  • Drive customer solutions online (including eCommerce platform) to reduce non-value added contacts and convert talent to value added activities over time.

Job Requirement

Business Administration - Bachelors Degree

Marketing - Bachelors Degree

Strong Customer Service experience and ability.

Distribution & logistics experience

Basic understanding of business concepts including financial statements. 

Demonstrated proficiency with common computer applications (MS Office, Creative Suites, etc.).

Ability to manage multiple priorities and balance short term/long term needs.

Knowledge of construction equipment products

Excellent written and verbal communications skills

5 years’ business experience, including Distribution and logistics experience

2+ years marketing/customer service/call center experience preferred

Experience working with construction equipment distributors preferred

2+ years managing direct reports

This role will require travel 10% of the time

Decision-making Scope (Range)

Direct Manager:  Aftermarket Customer Service & Supply Chain Director

Direct Subordinate:  Customer Service Representatives

Number of Teams Under Direct Control: 1

Communication

Internal:  Aftermarket Technical Service, Marketing, Sales

External:  Dealers, National and Independent Rental Accounts, Government, OEMs

Others

The world-renowned brands that make up Doosan Bobcat produce industry-leading compact and heavy construction equipment, attachments, air compressors, lighting systems, generators and articulated dump trucks. Doosan Bobcat is a part of the Doosan Group, which employs 43,000 people in 38 countries worldwide. With people at the core of who we are, we believe the growth of our people will lead to the continued growth and success of our world-class company. Our team of dedicated employees is the backbone that allows us to provide construction equipment solutions that help our customers build the world of tomorrow. Wherever you find us, you’ll hear the sounds of progress, see the results of our people and feel the rhythm of transformation in everything we do.

 Doosan is committed to a 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. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 701-476-4263.

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