Specialist Customer Experience

Additional Locations:

Requisition ID: 27382

Ferrara/KME are premiere manufacturers of fire trucks and emergency response vehicles offering a full line of pumpers, aerials, industrial, wildland, and rescue apparatus. Working hands-on with both municipal and industrial fire departments, the Ferrara/KME team thrives on diagnosing departments' current apparatus limitations and response needs to custom design the perfect fire apparatus solution that will stand the test of time.

Ferrara/KME is part of Terex Corporation, a global designer and manufacturer of specialized vehicles and equipment, including fire and emergency vehicles, waste and recycling equipment, RV's, and machinery supporting construction, utilities, and infrastructure. With operations across the U.S. and globally, we are committed to safety, innovation, and quality while building products our customers depend on every day.

Summary/Objective : The Customer Experience Specialist (CES) is responsible for working in conjunction with the facility team to manage visitors to the Holden facilities. The CES ensures that guests, including dealers and end-users, are scheduled, greeted, escorted, and receive all necessary safety training and PPE for visits to manufacturing areas.

Essential Functions

• Manage the visitor pre-registration process through various forms of communication including, but not limited to email, Teams messages and phone calls. This process will provide all the pre- and post- visitor requirements, logistics and follow-up for both visitors and internal staff.
• Ensure visitors are kept safe by positively and patiently implementing all safety protocols with groups so that their tours and inspections align fully with E-ONE safety policies. Engage with local EHS team as needed.
• Explain site and production information to all customers with a rapid-resolution focus. This includes customer Fly-Ins, Preconstruction meetings, Mid-Point and Final Inspection visits, and Dealer on-site visits.
• Coordinate and schedule additional personnel – engineering, production supervisors, sales application engineering, designers, etc – on an as needed basis to achieve desired results for factory visits and tours.
• Plan and resolve customer site visit details, questions, and/or concerns through consistent, positive, and responsive communication. Successful candidate will possess and demonstrate active listening, sincerity and empathy, professionalism and problem-solving.
• Maintain accurate, electronic logs of customer visits, requirements, and interactions.
• Work with local and regional sales managers to ensure that dealer and customer visitor requirements are met. Prepare and distribute agenda for Fly-in visits to ensure customer action items for visit are achieved.
• Work with local reception and plant managers to choreograph on-site meetings, tours, and inspections.
• Work with local production and quality teams to ensure inspection list(s) are clearly understood for complete resolutions.
  
  

Competencies

• Requires well-developed organizational skills and basic office operations to assure appropriate documentation and follow-through to meet the customer and business needs.
• Demonstrates a customer-focused attitude - committed to providing an excellent experience to all dealers and visitors.
• Willingness to assist with genuine interest in the well-being of others.
• Must demonstrate ability to work in fast-paced, deadline-oriented environment where the ability to meet deadlines is a must with constant communication required.
• Demonstrates proficient computer skills including accurate data entry into Microsoft Excel, as well as documentation and communication through Microsoft Outlook and other commercial applications.
  
  

Work Environment : This job operates in a professional office and manufacturing environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and other critical visual management tools.

Physical Demands : The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Position Type/Expected : Full Time / Monday – Friday

Travel : None

Education and Experience : High School Diploma or equivalent, Minimum 1-3 years of experience in customer service preferred but not required.

Work Authorization : Must be authorized to work in the US for any employer.

AAP/EEO Statement : FFA/KME is an Equal Opportunity Employer and does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.

Other Duties : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Work setting : In-person; On-site

Terex Corporation is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation, or any other basis prohibited by law. Terex Corporation also undertakes affirmative action to assure equal employment opportunities for minorities and women, for persons with disabilities, and for protected veterans.

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