The Customer Support Manager (CSM) represents the dealership to existing and potential customers by matching our products and services to the customer needs. Responsibilities include: Promotes and sells heavy-duty truck and equipment parts and services Responds to technical needs, and provides product update information Manages customer relationships including whole goods sales leads Responds to communications from customers via phone, email, and in-person Provides and follow up on quotes for parts, service and training Uses a CRM data base to track sales activity and stay connected to customers Meets with existing customers on an regular on-going basis to assess their needs Grows and expands current accounts Works with Parts, Service and Sales to trouble shoot problems with customers Meets with new customers within a recommended timeframe Ensures company vehicle has registration, insurance card and vehicle inspection report available at all times Completes and submits vehicle inspection report on a daily basis Reports to Parts Manager any issues or repairs needed for company vehicle Completes call reports on a daily basis Submits delivery sheets promptly Submits returns promptly Assists Parts Department by covering shifts when needed Maintains internal and external cleanliness of company provided vehicle Keeps up with bulletins and product knowledge Completes company training within timeframe requirements – One CE, one Truck, one safety per month Requirements Education: High school graduate or equivalent Experience: Mechanical aptitude Five years industry parts and service experience Knowledge, Skills, & Abilities: Technical knowledge of 2007 and newer trucks and construction equipment and on board computer systems and software Excellent customer service and communication skills Proficient with Microsoft Word, Excel, Outlook and other web applications Valid driver's license – CDL preferred Ability to work autonomously Ability to work a flexible schedule when customers are available Working Conditions/Physical Demands:
Will drive company-provided vehicles six to ten hours per day. Will lift and transport parts weighing up to and/or exceeding 70 pounds on an as needed basis. Will be exposed to noise, dust, exhaust fumes, etc. This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. May be required to perform other duties as requested, directed or assigned.
