Customer Service Sales Representative

Position Summary

The Customer Service & Sales Representative (CSSR) position is a customer service position responsible for communicating with customers about the repair and maintenance of their equipment, safety enhancing products that are available, and ways Hull can optimize the performance and reliability of their equipment and material handling spend. The CSSR is a key player in the organization for fostering positive and beneficial customer relations through proactive communication and follow-up on customers' repairs and requests. The CSSR's primary responsibility is to promote service and parts sales through explaining to customers the value and importance of regular maintenance and repair needs.

 

Essential Functions & Responsibilities

• Actively pursue sales of PM Contracts for equipment sold by Hull Lift Truck and competitive brand equipment.   
• Work with equipment salesmen to get introduced into accounts and be positioned as the customers' primary contact for their service-related needs as established by the "Since 1962 Satisfaction Process", securing business for the service, parts, and rental departments.
• Follow up on units in operation (UIO) opportunities as they arise.  This includes being on site at the initial equipment delivery date, the three-month follow-up visit as well as an annual follow-up.
• Assist asset manager with off-lease inspections and generate service estimates for repairs that will be required at lease termination. 
• Submit status reports on a regular basis to Branch Manager, including:
  • New PM's signed.
  • Number of Service Quotes initiated.
  • Number of Service Quotes approved.
  • Number Units in Operation followed up on and customer contacts made.
• Establish and maintain long-term positive relationships with customers.
•  Address customer's questions and needs promptly and professionally.
• Generate Repair Estimates.
• Review with customers the details of service and repair costs quoted, the work to be provided and the value and importance of addressing such needs, and the consequences of declining services.
• Review service histories as part of the quoting process and database maintenance.
• Initiate the scheduling of repairs with customer, transportation and/or dispatch when the request is approved.
• Track the progress of repair/service orders and proactively inform customer of the status.
• Conduct post-repair follow-up with customers to ensure their satisfaction.
• Review results of the Voice of the Customer (VOC) customer satisfaction surveys with service managers and communicate with customer and VOC coordinator as necessary.
• Act as a liaison between the customer and the company.  Facilitate customer complaints and resolve them if able.  If unable, elevate the complaint to the Branch Manager for resolution.
• Communicate with Full Maintenance customers to ensure satisfaction.  Work to proactively mitigate risks of financial loss on full maintenance units, and damage to leased trucks.  Must make customer aware of situations, maintenance and operating practices that could result in damage to the units that the customer is responsible for under the terms of the lease and full maintenance agreements.
• Communicate equipment sales leads to the appropriate salesman and Sales Manager.
• Assist the parts department in delivering parts to customers when planning to be in the area, or as a result of a priority request.

 

Additional Job Requirements

• Assumes other activities and responsibilities from time to time as directed or required.
• Lift objects up to 50 lbs. – regularly
• Travel is a mandatory requirement as the Service Advisor is required to travel to customer locations to conduct their job requirements.

 

Qualifications & Education

• 5 + years' experience or training as a forklift/equipment mechanic preferred, or a strong background in the material handling industry necessary.
• Knowledge of OSHA forklift regulations and requirements.
• Industry knowledge of forklifts, sweeper/scrubbers, Aerial work platforms and similar equipment.
• Microsoft Office software competence and 30 WPM typing and general computer skills.

 

Personal Characteristics

• Excellent communication skills, both written and verbal.
• Excellent organizational & time management skills.
• Ability to work effectively in a team environment.
• Self-motivated and always looking for ways to promote the Operations Departments.
• Superior customer service, negotiation, and problem-solving skills.
• Able to effectively manage multiple customers, tasks, and projects simultaneously.
• Professional appearance and work ethic.
• Strong attention to detail.
• Punctuality and good attendance.

 

For more information about our company, please visit our website at www.HullLiftTruck.com.

Hull Lift Truck, Inc. is an Equal Opportunity Employer