The top priority of the Sales Function is the delivery of outstanding service to our Dealer Partners. The Dealer Support Team Lead, reporting to the Global Dealer Support Manager, is responsible for managing the North American Dealer Support team, ensuring efficient department operations and delivering exceptional customer service to both internal and external clients.
Job Duties
1. CPQ responsibility – On board new dealers and support existing dealer network.
2. Sales order planning – Ensure orders are placed timely and planned in line with process.
3. Transport – Manage the overall requirements of the business. Ensure suitable transport partners are in place, sufficient resource, profitable.
4. Support the business with ongoing capacity reviews based on a forecast demand review process from each dealer.
5. Troubleshooting the machine order purchase processes and derivation of possibilities for enhancement.
6. Monitoring and evaluation of all order issues.
7. Process and manage intercompany import and export orders and the respective shipping processes.
8. Ensuring an appropriate order flow with the compliance to organizational policies.
9. Manage the communication to dealer relating to order book status.
10. Monitoring and evaluation of all orders and sales processes as well as preparation of order reports.
People Management
1. Provide leadership and direction to the NA dealer support team addressing issues and concerns.
2. Lead, manage, control and develop all employees (including SOM, absence, performance management and Health and Safety Training) using SMART objectives during regular review and feedback meetings.
3. Enforce attendance and timekeeping policies by completing return to work interviews and relevant disciplinary action.
4. Encourage involvement in cross functional teams and company initiatives (Health and safety, charity, problem solving teams).
5. Assess and evaluate training needs of direct reports, ensure training and development needs are met within departmental plans.
6. Complete any special projects as required. May be assigned to other areas of the business, based on business or customer requirements.
Job Requirements
With proven Industry experience, candidates must display an overwhelming desire to ensure customer satisfaction at all times and should possess the following qualities:
1. Practical experience in a similar position is advantageous.
2. Strong Customer Service Experience and project management skills.
3. People management skills and experience.
4. High level of Microsoft Excel report creation a must along with excellent proficiency in other Microsoft Packages. Working knowledge of ERP systems also advantageous.
5. Experience in report creation with ability to understand financial reports.
6. Proven Communication skills, both written and oral including presentation skills at different levels.
7. Strong problem-solving skills as well as organizational skills.
8. Ability to work effectively as a team and independently.
Please note: The above statements reflect the general details considered necessary to describe the principal functions of the job identified and shall not be considered as a conclusive description of all work required in the job.
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