Job Description

WHO WE ARE:

Dejana Truck & Utility is a division of Douglas Dynamics, North America’s premier manufacturer and up-fitter of work truck attachments and equipment. Our belief is that our employees and culture are just as important to the company as serving our customers. We place a high value on building a team and working environment where individuals can succeed professionally and personally. We would love to have you join our team, where we offer top notch benefits, multiple avenues for advancement and a great working environment.

HOW YOU WILL CONTRIBUTE:

The Counter Sales Associate acts as the liaison between our company and our customers. Responsibilities include ensuring the customer's needs are filled, coordinating transactions between the company and the customer, and performing cost and time estimates for those transactions. The Counter Sales Associate will write service orders, track repairs, record the cause of repair issues, schedule the most appropriate Service Technicians, and process the customers' warranties.

• Developing strong customer relationships through the successful management of products and service delivery.
• Maintaining computerized customer profile information.
• Monitoring customer records to check for regular scheduled service and future remedial work and calling the customer to arrange appointments.
• Developing cost estimates, logging needed parts and the time needed for repairs, and scheduling the most appropriate Service Technician.
• Conveying all necessary information regarding costs, parts, work, and Technicians to the customers and management.
• Meeting with customers to discuss their requirements and relay those requirements to the Service Technicians.
• Contacting customers in the case of additional work to relay the details and extra costs.
• Entering the details of repair jobs on the company's network and preparing repair instructions and lists of needed replacement parts to the Service Technicians.
• Checking warranties and insurance.
• Releasing repaired equipment to the customers and explaining the work done and costs accrued to the customers to ensure their satisfaction and repeat business.
• Provide support for counter sales when additional support is required which includes, but is not limited to the following.
  • Assist with maintaining inventory levels.
  • Process customer’s parts order requests and resolve any discrepancies in a timely manner.
  • Providing phone support to our customers, outside of your assigned branch’s service que and regardless of territory.
  • Assist inventory team by pulling orders, staging for pick up by customer or shipping out via the preferred shipping method.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

WHAT WE OFFER YOU:

• Opportunities for advancement.
• A fulfilling career with the ability to contribute to an Industry leader.
• A comprehensive suite of benefits.
• Competitive salary commensurate with experience.
• A generous 401-K match.
• Profit sharing for all full-time employees.

WHAT THIS ROLE NEEDS:

• High School Diploma or GED.
• 2+ Years’ experience in customer service as a service writer, warranty coordinator or similar role. The ability to understand and relate technical issues to the service team from customers' non-technical descriptions.
• CRM experience is a plus (OnContact, Sales Force, HubSpot etc.).
• Inventory & job order management system experience is a plus (manufacturing ERP systems such as Spokane/FACS, Oracle and TCM.
• Strong customer service skills are required.
• Strong computer literacy and experience with Microsoft software such as Excel, Word, and Outlook is required.
• Strong problem-solving skills.
• Strong verbal and written communication skills.
• Must be capable of teamwork, following up and following through, organization, and be detail orientated.
• Must have knowledge and understanding of truck equipment and/or automotive industry parts sales and service.

PHYSICAL & MENTAL ENVIRONMENT

• Most time will be spent sitting at a computer station in an open indoor setting.
• Periods of walking around the store or outside will be required.
• Regularly required to lift 25 lbs.
• Frequently required to lift 50 lbs.
• Occasionally required to lift 75 lbs.
• The employee must be able to safely tolerate an indoor temperature-controlled environment.
• While performing the duties of this job, the employee is regularly required to communicate and identify numbers for accurate order filling, payment processing, etc.
• The employee is regularly required to apply sound reasoning and logic in performing daily tasks.

WORKING ENVIRONMENT:

• This job is predominantly indoors in a store setting. Occasionally outdoors, depending on the needs of the customer.
• Varying temperatures between different areas.
• Will encounter a substantial amount of varying background noise.

COMPENSATION:

• Hourly rates ranging from $17.00/hr - $24.00/hr.

Our focus on integrity, teamwork, and high performance creates an ideal work environment for every one of our employees.

We offer competitive salaries, benefits, and opportunities for personal and professional growth. Discover our opportunities and come see all the ways you can do more at Douglas Dynamics.

As an Equal Opportunity Employer, Douglas Dynamics, LLC does not discriminate against qualified applicants in hiring based on race, color, sex, age, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.

Dejana Truck and Utility Equipment is a proud sponsor of GEDWorks, a company sponsor.

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