Customer Account Specialist

Job Description

Club Car boasts a 60+ year history of industry-leading innovation and design, initially focused on golf cars and then expanding to commercial utility vehicles and personal-use transportation.

This role is critical in delivering a great customer experience for our channel partners and consumers and is primarily responsible for supporting customers with car and accessory orders. The position will act as a single source of contact for channel partners and will be aligned to distribution channels and regions and will have assigned accounts with primary responsibility for all aspects of cars and ship loose accessories support (ordering, order management, car DSIs, RGAs, customer inquiries, credit management, etc.). This team will have assigned channel partners and be closely aligned to the sales organization but will also be required to partner with other team members to help support other regions as needed.

This role is responsible for driving a high level of customer engagement and ensuring customer satisfaction from initial product inquiry through the post delivery of the product. This includes the handling of all operational transactions and the coordination of order flow activities to ensure we meet our commitments to the customer. The role will directly engage with customers and facilitate growth by eliminating barriers to the order flow process. The position will utilize the MDI process and appropriate problem-solving techniques to drive performance improvements across the organization.

Team members will be assigned accounts that they are primarily responsible for supporting and relationship building. Incoming support request volumes vary, and team members will support each other to ensure all requests are managed in a timely manner. It is also recognized that customers may ask for support beyond that noted herein (examples: parts identification, parts DSI, etc.) team members should do their best to serve the moment by providing the support requested (if knowledgeable) and advising of the proper channel or by warm transferring to the appropriate team or individual in limited situations you are not trained or able to directly support.

Provide customer support for pre order activities (pricing, availability, proposal, quoting, technical specifications, non-standards, parts identification and custom solutions).

Manage customer orders (promise dates, order entry, date management, credit processes, truck load capacity, international load codes, CPU, aged backlog < 60 days or escalation needs to occur (including loose ship accessories, visage etc.) in collaboration with finance, supply chain and operations).

Partner with finance to support customers with credit evaluations, credit requests and lease requests, and credit lines.

Manage customer orders from placement in CPQ and Salesforce to invoicing to ensure 100% customer satisfaction.

Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, backorders, supersession’s, etc.

Provide high quality service through efficient use of all Salesforce / Oracle / CPQ / Mapics / Operating Systems functionalities related to order fulfillment and relative to customer activity. Be knowledgeable in upstream and downstream system impacts to ensure we can provide support with questions or issues.

Leverage Salesforce Case Management system to effectively manage customer requests.

Coordinate with the transportation provider to maximize efficiency of deliveries from a cost and delivery performance perspective.

Process claims and product returns in line with policies.

Responsible for driving customer satisfaction with assigned portfolio of customers and achieving overall team performance goals

Respond to product queries and for technical questions refer to the appropriate channel.

Manage disputes and credit and rebill requests, responsible for all customer disputes and collaborating to resolve, and issuing requests as required.

Drive pricing and order processing consistency within the channels.

Involvement with project teams for new product development, system enhancements or new system implementation.

Education:

• Associate’s degree in Business, Marketing, Supply Chain or Finance. Bachelor’s Degree preferred.

Experience:

• 5-7 years of experience in customer service, inside and/or outside sales preferably in an industrial environment.

Demonstrated ability to build strategic relationships within various levels of customer’s organization.

Team Player

Must have excellent verbal and written communication skills.

Club Car is a diverse and inclusive environment. We are an equal opportunity employer, dedicated to hiring a diverse workforce; including individuals with disabilities and United States qualified protected veterans.