Customer Support Advisor

Customer Support Advisor (CSA)

• Reports To: Regional Product Support Manager
• Subordinates: None
• Department: Parts
• Exemption Status: Exempt
• Job Outline:

Summary of Primary Functions:

GT&E, LLC. is seeking an experienced Customer Support Advisor (CSA). This individual must be a visible, active, and recognized customer support leader throughout your area of responsibility (AOR) by aggressively pursuing product support business opportunities both with existing and new customers to enable GT&E to achieve monthly product support revenue & profitability objectives. This job description does not include a complete listing of all the duties and functions of the position. Management reserves the right to assign other duties or projects as necessary.

Essential Functions and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. (Other duties may be assigned)

• Call on all customers (current and new customers) in your assigned territory in accordance with the agreed call frequency in order to maximize the product support revenue and profitability from your assigned area of responsibility.
• Ensure that the GT&E database is properly updated on a timely basis; this also includes the updating of customer unit fleet details
• Monitor local customer and competitive trends and make recommendations to your manager and the local branch management teams with the objective of enhancing our product support revenues & profitability.
• Ensure customer satisfaction with GT&E product support and deal promptly with any disputes or potential disputes. Follow-up with customers to ensure that disputes are resolved on a timely basis.
• Staff the parts counter as scheduled and encourage customers to call the parts counter for routine parts orders for efficiency purposes.
• Maintain strong expense controls while performing required job functions.
• Develop the Customer Portal by educating and training customers.
• Strong communication skills with ability to develop internal and external relationships.
• Assist in the collection of accounts receivable as requested from time to time.
• All employees are expected to adhere to the safety policies of GT&E and the clients for whom we work.

Key Competencies:

CSA’s are expected to aggressively target customer uptime by offering timely parts and service support focusing on the following (4) general strategic areas:

• Selling shop and field labor jobs to customers
• Preventative Maintenance Agreements
• Undercarriage and Ground Engaging Tools
• Extended Warranty
• Strategic parts promotions set forth

Annual targets will be set for each CSA and progress will be measured, reviewed, and ranked.

Qualification: The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Valid Drivers License
• Customer Service experience

Education, Skill, and/or Experience Requirements:

• Bachelor’s degree or equivalent from four-year college or a minimum of 3 years related experience and/or training; or equivalent combination of education and experience.
• Valid Driver’s License and maintain a clean driving record.
• Ability to communicate effectively with teammates and customers
• Strong problem-solving skills.
• Strong mechanical aptitude and parts experience.
• Must be able to self-manage/self-motivate.
• PC literate, proficient with MS Office, with an emphasis in Excel and Outlook required.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Quick learner with the ability to think out of the box.
• Extensive driving required

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• The employee frequently is required to walk; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee is occasionally required to sit.
• The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.
• Specific vision abilities required by this job include close vision, and color vision.

We’re an Equal Employment Opportunity and Affirmative Action Employer

GT&E, LLC. is an Equal Employment Opportunity (EEO) and a At-Will Employer.