Sr. Customer Care Associate

Who we are:

Truma is a premium partner to the outdoor recreation community, with a focus on cooling, heating and hot water solutions. Truma started doing business in North America in 2013, establishing its headquarters in Elkhart, IN. Backed by over 70 years of German engineering, Truma has a long history of providing quality solutions to the global outdoor recreation market. Truma provides "Simply Better" world-class systems designed and tested specifically for outdoor adventures and the diverse terrains unique to North America. Truma distinguishes itself by its high-quality products, exemplary customer service, knowledgeable technicians, and customer-first philosophy.

What we offer:

• Competitive salaries and flexible schedules
• Company-paid training and professional development
• Paid time off (PTO), paid sick leave, paid holidays, and paid parental leave
• Premium benefits including health, dental, vision, disability, voluntary and company-paid life insurance
• Supplemental benefits including accident, hospital, and critical illness
• Retirement savings plan with up to 4% match
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Gym membership reimbursement

What you'll do:

As the Senior Customer Care Associate, you will provide technical support and customer support to Truma’s OEM, Dealer, and end user customers with the objective of providing a Best In Class customer experience.

• Providing Excellent Customer Care to Enhance Customer Satisfaction
• Intake and processes inbound customer requests on Truma or Alde products while delivering a best-in-class customer experience
• Provide strong technical product support for OEMs, Service Technicians, and end users on product questions or issues while ensuring accurate and timely service
• Provide over the phone instructional product support for service technicians to ensure correct diagnosis and service execution as needed with our products
• Investigate complex support concerns, and where necessary coordinate closely with teams across Service, Sales, and Warranty departments
• Document and maintain customer data and acount information in Truma’s CRM System
• Issue and process RMAs to return product for warranty evaluation and approval
• Identify part numbers and perform order entry within ERP system
• Support Service Department leadership with continuous process improvement to customer experiences
• Order placement related to customer products
• Maintains strong working relationships with GmbH (Truma Germany) Service area to ensure collaboration and open communication throughout the organization.

The job criteria may include other duties, responsibilities, and activities, which may change or be assigned at any time with or without notice.

Position Requirements:

• Education: Associates degree in a related field preferred; would consider a High School graduate / GED with direct technical customer service experience or industry certifications
• Experience: 3 years of experience in Customer Service / Support capacity
• Certifications: RVTI Certification or related technical certifications desired
• Functional Skills: Strong problem resolution skills, with a technical/mechanical aptitude to learn basic product service, troubleshooting, and support for the Truma products. Ability to handle calls and enter information into a database at the same time. Strong attention to detail with the ability to move efficiently to new calls
• Technology Skills: Knowledge of Microsoft Office is required; database experience preferred. SAP and Salesforce experience a plus
• Language Skills: Solid verbal and written communication skills required
• Leadership/Behaviors: Strong customer focus and a sense of urgency is required; ability to build relationships, collaborate on best practices, and provide ongoing support to customers and team members is also important
• Culture Match: Customer-Service Oriented, Ambitious to meet/exceed performance goals, Flexible, Quality Focused, Adaptable, High Integrity, Works well independently & in teams

Core Values that Apply to All Positions:

• Courage
• Connectedness
• Adaptability
• Sustainability