What are the responsibilities and job description for the Dealer Support Coordinator position at Kewaunee Scientific Corporation?
SUMMARY
This position is tasked to develop and maintain close working relationships with assigned dealer groups and pre and post sales team members. The Dealer Support Coordinator functions as a liaison between the customer and internal departments to optimize Kewaunee’s ability to provide quality products in a timely manner. Specific responsibilities include communication with the dealer representatives and customers regarding any order-related item including reporting on metrics, order status, issue resolution, and providing a resource for general information related to Kewaunee policies, processes and procedures. In this role, the Dealer Support Coordinator will assist in providing resolution to order concerns during all internal phases including estimating, order entry, engineering, purchasing, manufacturing, shipping and installation.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Receive and research order issues to define and document issue origination and assign appropriate reason codes.
- Initiate order resolution process for the customer by ensuring proper items have been ordered, supplying necessary information via Company’s ERP system to Order Entry to finalize order and then following up through shipment.
- Acknowledge and breakdown RFP (requests for pricing) documents to support estimating activities.
- Communicate to the dealer the pricing terms and list any associated qualifications therein for request for pricing.
- Process shipping requests, coordinate with the dealer, factories, and the distribution center to meet deliveries to the job site in accordance with the project schedule. Communicate with the dealer, keeping them informed to any changes or developments, during the shipping phase of the project.
- Assist the credit and finance department in all customer service aspects of the Bill and Hold and stored goods process, resolving any problems that would prohibit full collection of Kewaunee revenue due.
- Develop and maintain a good working relationship with all internal departments to ensure all mutual goals are met for Kewaunee and the customer.
- Maintain files and follow-up on processes to include documentation retention for back up and record keeping.
- Remains current regarding the status of all open orders for a group of dealers and sales representatives around the globe. Follows with various internal departments to coordinate these orders from receipt through final punch list shipment.
- Other duties as assigned.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Associate's degree or equivalent from two-year College or technical school; or three to five years related Kewaunee product experience and/or training; or equivalent combination of education and experience. Requires a working knowledge of Microsoft programs including Word, Email, and Excel. Proficiency with ERP (Enterprise Resource Planning) software, preferably SYTELINE desired. Excellent communication and phone skills required. Requires the following characteristics: friendly, calm, assuring, and informative. Work requires close attention to detail. Contact with customers and field sales representatives requires professionalism and an even temperament, ensuring the Company is well-represented to our customers.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and standard operating procedures. Ability to write routine reports and correspondence and to speak effectively before group of customers or employees. Ability to communicate with all areas of the organization and develop rapport with Associates, Supervisors, and Management.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply and divide in all unites of measure using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent. Ability to draw and interpret bar graphs.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of instructions furnished in written, oral, diagram or schedule form.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; is frequently required to use hands, and talk or hear. The employee is regularly required to sit and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.
HEALTH AND SAFETY RESPONSIBILITIES
Adhere to all safety rules and procedures. Bring unsafe acts and conditions to the attention of the manager. Correct hazards and unsafe conditions. Train other Associates in safe work practices. Investigate accidents, near accidents and potential hazards. Actively participates in housekeeping activities and in the safety and health program.
