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Parts Customer Service Manager

Watertown, SD, US

About the Position:

Title:                           Parts Customer Service Manager                 

Reports to:                Director of Parts Terex Utilities

Location:                   Watertown, SD, or remote based in the United States

 

Position Overview:

This position is responsible for day-to-day leadership of a team that supports Replacement Parts Sales and Customer Service, including: call center operations, part identification, quoting/order entry, order management, and resolution of order fulfillment issues. The focus is to maintain an outstanding level of customer service while fostering a rich working environment through coaching/mentoring, process improvement and Team Member support.

 

Responsibilities:

 

Personnel Supervision

  • Performance management, including goal setting, performance feedback and reviews, and coaching and development.
  • Interview, hire, and train new Team Members.
  • Day-today leadership in the areas of resource deployment, project management, and scheduling.
  • Ensure phone queue support meets established performance goals.
  • Manage the use of Salesforce to achieve sales and customer service goals.

 

Sales Inquiries

  • Respond to sales inquiries and requests for quotation in an accurate and timely manner.
  • Assist customers with parts identification.

 

Order Management

  • Optimize order fulfillment by monitoring status’, identifying roadblocks, and implementing corrective measures in a timely manner.

 

Continual Improvement

  • Identify and escalate problem issues.
  • Monitor performance metrics and make recommendations for improvement.
  • Engage in process thinking and deploy principles of Lean Management.
  • Engage TBS resources to improve performance.

 

Required Qualifications:

  • Bachelor’s Degree, or equivalent experience
  • 1-year experience in Customer Service

 

Preferred Qualifications:

  • Located near Watertown, SD facility
  • Environment and handle issues or requests that can be ambiguous in nature.
  • Capable of handling varied and challenging communication needs in a tactful and professional manner.
  • Demonstrate initiative, fairness, decisiveness, and other characteristics of successful leadership.
  • Detail oriented with organizational and problem-solving skills.
  • Communication and interpersonal skills
  • Organization and managing multiple priorities
  • Leadership experience
  • Oracle, Salesforce and MS Office
  • Understanding of commercial sales transactions, call center operations, and order management
  • Knowledge of Terex Utilities products and the Electric Utility Industry

 

Travel:

  • Minimal expected (10%)

 

Location: US-SD Watertown HR 

Department: Customer and Product Support 

Job ID: 26841 

 

Terex Overview:

Terex Corporation is a $3.1 billion publicly traded global manufacturer of lifting and material processing products and services. We are passionate about producing equipment that helps improve the lives of people around the world, and providing our team members with a rewarding career and the opportunity to make an impact. While our operations are global, each office or factory is a close-knit community. We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement. It’s an exciting time to be part of the expanding manufacturing sector – come join us!

 

Additional Information:

It is the policy of the company to attract and retain the best qualified employees. We are committed to providing employment opportunities to the most qualified internal or external candidate based on work-related factors and without regard to non work-related factors including race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, or veteran status as a special disabled veteran, Vietnam Era Veteran, or other qualifying veteran.

 

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

 

Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.


Nearest Major Market: Sioux Falls
Nearest Secondary Market: South Dakota