What are the responsibilities and job description for the Customer Service Associate position at Bennington?
JOB SUMMARY:
Bennington is the market leading pontoon boat manufacturer and a wholly owned subsidiary of Polaris Industries, a Fortune 500 company. We pride ourselves on delivering a boating experience that’s second to none through our emphasis on innovation, design, product quality, and relentless focus on customer satisfaction. Our team members live that passion every day and have fueled our growth across 6 buildings in Elkhart, IN.
The Customer Service Associate will be responsible for providing customer service to the dealer network, product users, and providing accurate part information to process orders.
ESSENTIAL DUTIES & RESPONSIBILITIES :
· Develop and maintain a positive rapport with dealer personnel to create lasting partnerships between Bennington and the dealer network.
· Actively assist customers to ensure satisfaction with company products and services.
· Support dealers and customers with technical issues and general problem solving.
· Recognize individual customer needs and go above and beyond to resolve their inquiry.
· Provide resolutions at the first point of contact, avoiding transferring the call or having customers call again.
· Provide excellent customer service, negotiation, and interpersonal skills, with the ability to recognize and support specific needs of the most vulnerable customers.
· Acquire detailed knowledge of product ranges and services to provide excellent service.
· Process and guarantee accuracy of parts orders within our published service commitment timeframe.
· Prepare quotes on parts orders and assist with identifying accurate part information descriptions and numbers.
· Coordinate logistics to ensure on time delivery on parts orders.
· Convey product and customer experience feedback internally to promote continuous improvement.
· Administer and negotiate initial warranty approvals.
· Assist in retail shows and dealer meeting responsibilities when required.
· Meet or exceed all Published Service Commitment expectations and speak up if requirements are unable to be met.
· Be willing to help with tasks outside of your assigned territory when needed or assigned by the Customer Experience Administration Manager.
· Be a team player with a willingness to help others in the department.
· Assist with department administration needs when assigned such as exporting of parts orders or additional tasks as needed.
SKILLS & KNOWLEDGE:
· High School Diploma or equivalent required
· Minimum of 1-2 years of customer service experience, experience in marine industry preferred
· Demonstrated ability to achieve goals, results-oriented and self-driven
· Excellent written & verbal communication within team, and cross-functionally
· Highly organized and effective in managing multiple priorities and deadlines, with strong attention to detail
· Effective negotiation, and problem-solving skills
· Proficient in Microsoft Office
· Can-do attitude and the ability to thrive in deadline driven environment