Commercial Aftersales Support Coordinator

PURPOSE OF THE POSITION: The Commercial Aftersales Support Coordinator is responsible for supporting Commercial Aftersales Activities and PAC. This position will work to resolve logistics issues as they arise. This position will also be responsible for supersessions for Parts accessories and clothing changes within AS400. This position will manage dealer return processing working with the dealers, warehouse and Triumph accounting teams to ensure smooth processing of returns. 

MAJOR RESPONSIBILITIES

• Manage Relationships with UPS 
• Implement and Maintain notification process for any shipment that does not arrive on time
• Import new Parts, Clothing and Accessories SKUs (US and Canada) (AS400)
• Manage Product Group Changes (AS400)
• Manage supersessions
• Manage Returns
• Price file updates
• Manage customs issues for PAC

SECONDARY RESPONSIBILITIES

• Manual order entries for Marketing and Race Team and Dealer Development initial orders
• Help with EPIC integration
• Assist with Outbound logistics issues and items going back to TUK
• Process TAR forms for internal teams
• Drive Implementation of new backorder system for dealers

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge:
• An in depth knowledge and understanding of a Triumph dealers departmental processes and cognizant ability to understand what direct effect this role has regarding the dealer.
• An in depth understanding of both consumer and dealer facing internal processes and operations.
• An in depth understanding of the aftersales processes and operations with a focus on Service.
• An in depth understanding of Triumphs internal programs, policies, and operational structure.
• 1-3 years experience in Logistics and Customs Importation 
• Skills:
• Basic use of Microsoft office programs including but not limited to Outlook, Excel and Word.
• AS400 experience preferred
• Microsoft Dynamics experience preferred
• Excellent communication skills both written and verbal.
• Excellent customer service skills.
• Abilities: 
• Ability to quickly recognize needs for process improvements and offer positive solutions.
• Ability to prioritize tasks while keeping departmental, company and dealer goals front of mind.
• Problem solving abilities ranging from simple to complex.
• Ability to recognize needs and improvements  in relation to aftersales related dealer and internal processes. 
• Ability to foresee and plan for effects of decisions and actions on dealer, consumer, and internally.
• Ability to keep Triumphs core values forefront while resolving issues.
• Ability to interact with the general public and TMA staff with professionalism and courtesy.
• Ability to relay direct, clear and accurate communication to any and all

RELATIONSHIPS

• Internal: 
• Develops positive and productive relationships with all internal departments and field staff.
• Develops positive and productive relationships with UK staff as applicable.
• External
•  Maintains positive relationships with any and all dealer staff.
• Direct and positive contact with retail customers day to day.

AUTHORITY

• Authority to act independently and accordingly within applicable processes and scope of training.  Complex and financial decisions are limited by a consult and approval of management.
• Authority to resolve straightforward matters with no management consult that fall within the scope of predetermined authority. 

EDUCATION 

• High School diploma required
• College Diploma preferred

TRAINING

• Triumph Academy
• Triumph Technical Training
• Triumph Service Best Practices Training
• Triumph Customer Service Training
• Internal systems training (Salesforce, Triumph Online)

PHYSICAL REQUIREMENTS OF THE JOB

• Ability to perform basic job duties in an office setting.
• Ability to lift 30 lbs.
• Sitting standing walking bending at the knee.
• Must be able to move a motorcycle when not in use.
• Has, or can and will obtain, Motorcycle Endorsement