Lund, a Truck Hero Company is a manufacturer of premium automotive accessories located in Buford Georgia. We offer comprehensive benefits, matching 401(k) for your retirement, tuition reimbursement, weekly pay working in a team based environment with extensive training and development and opportunity to advance your career!
The fundamental purpose for this position is to support sales and customers, by monitoring and tracking all transactions. This position will be the front-line contact between Sales and all departments in the Company who have a direct impact of fulfilling customer orders and/or requests. Follow daily procedures so that we fulfill our organizational objective of creating a moment for the customer.
Essential Functions include the following. Other duties may be assigned.
Communicates and documents requirements or changes company wide
Coordinates with appropriate operations personnel to ensure fill rate and product arrival per customer specifications
Cross train across all Brands
Daily review of customer back orders; proactively escalates and communicates where needed
Demonstrates strong ownership of accounts
Ensures all customer inquiries are responded to accurately and on time, including but not limited to email, chat, or phone
Ensures partner compliance with partner agreements including but not limited to the management of customer portals and maintaining scorecards (if applicable); keeps all pricing accurate and up to date within their systems against that of which we have in our system, including keeping customer cross-reference part numbers up to date, if available
Follows-up on internal and external sales representatives
Improves overall customer experience, creates engaged customers, and facilitates organic growth
Interacts directly with customers on inquiries, order entry, tracking, and any step necessary for a successful fulfillment process
Logistics coordination with customer’s logistics to ensure proper movement of loads into these chosen accounts; order management is involved here; proper dates to drive manufacturing spikes and demands; damage freight coordination with customer and logistics internally
Main contact for sales, quality, and tech team(s) for assigned customers
Maintains balance between Company policy and customer’s benefit; handles issues in the best interest of both; performs with a high level of accuracy and productivity without sacrificing quality
Manages time, workflow, and priorities to accomplish goals
Performs other related duties as assigned or as necessary; remains flexible to customer and Organizational needs
Point of escalation for customer-related issues/complaints through resolution
Prepares, reviews, and analyzes daily open order reports
Proactive communication approach to internal and external customer base
Promotes a hardworking, successful, and pleasant team environment
RMA coordination with customer and internal departments; management of all stock adjustments, warranty, replacements, and competition lifts including issuing, tracking and reporting on all RMA’s
Works with data team for resolution of issues relating to data verification integrity/fluctuation
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 – High School Diploma; 3-5 years in customer service and/or sales or combination thereof.
Computer Skills – To perform this job successfully, an individual should have knowledge of Database software; Internet software; Microsoft Office products; Excellent Excel knowledge, Word, Power-Point, CRM Tool, Mapping Software and Outlook.
Drug Screen – Must submit to a drug screen, which is performed on all new hires. Results must be reported prior to start date.
Work Authorization – Must be authorized to work in the United States. Appropriate documentation is obtained and reviewed by Human Resources.
Availability – Must be able to work any shift and understand that changing to a different shift is at the discretion of management. Must be able to work required overtime, sometimes equating to 12-hour days. This position will require upwards of 35% travel
Language Skills - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small or large group situations to customers, clients, and other employees of the organization.
License’s Required – Valid Driver’s License and clear DMV record
Level of Supervision – Manage accounts and other assigned tasks.
Competencies - To perform the job successfully, an individual should demonstrate the following competencies.
Problem Solving – Identifies and resolves problems in a timely manner; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Customer Service – Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
Oral Communication – Listens and gets clarification; Responds well to questions; Participates in meetings.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to other’s views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.
Organizational Support – Follows policies and procedures; Completes tasks correctly and on time; Supports organization’s goals and values; Supports affirmative actions and respects diversity.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity – Meets productivity standards; completes work in timely manner; Strives to increase productivity; Works quickly.
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Attendance/Punctuality – Is consistently at work and on time; Arrives at meetings and appointments on time.
Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
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 subject to inside environmental conditions; protected from weather conditions but not necessarily from temperature changes. The noise level in the work environment is usually moderate.