OVERVIEW
Provide French/English support for all the Dealer Parts and accessory requirements
Provide French/English support to Suzuki customers
NATURE AND SCOPE
The applicant should have a good working knowledge of application of accessories by product type (Motorcycles/ATV/Outboard Engines) and must understand the interaction and relationship of parts for each product type.
This position involves daily interaction with both our dealer network and our Suzuki customers. as well as internal and external (field) staff in both French and English.
SPECIFIC ACCOUNTABILITIES (not listed in order of priority)
Provide responses to telephone and written (email) customer and dealer inquiries.
Maintain current, complete and accurate records of contacts
Develop and execute an appropriate action plan to address the dealer/customer concern
Consult with the appropriate manager in matters involving decisions outside written policy and provide recommendations with the objective of moving towards a fair and logical disposition of the case.
Complete and distribute periodic Customer/Dealer Relations Reports as required. Invoice Billing on all direct shipments from Vendor ando perform billing to dealers on all direct shipments (bulk oil, tires and batteries etc.)
Receipt booking of direct shipped products.
Liaison with vendors on all orders processing and expedition issues
Interact with vendors (i.e. Order confirmation, obtain order status and delivery date updates, order expedition, co-ordinate new product development, create/revise product installation instructions including translations, etc.).
Update ETA information in system
Part Master Maintenance
To notify Parts and Accessories department of required parts master updates and corrections as necessary.
Customer Liaison
Backup Customer Service function when necessary.
Screen all incoming calls and answer, follow-up and resolve fairly all dealer queries, concerns and/or complaints (provide product ETA/information/location, tracing, warranty issues, etc.).
Reports
To provide weekly B/O analysis report to managers.
To provide slow moving inventory to management and develop action plan where necessary.
To update SDS on Suzuki e-center when required.
Other Duties as Assigned.
EXPERIENCE, COMPETENCIES AND SKILL
Formal Education:
Minimum – university or college graduate in Business.
Experience:
Minimum 3 years’ parts department experience preferably with a recreational product distributor or tier 1 supplier.
Recreational Industry experience or knowledge an asset.
Competencies:
Fluent in both English and French, both oral and written communications.
Excellent written and oral communication skills.
Professional courteous telephone manner.
Superior interpersonal skills. Ability to look and think “out of the box”; look for non-conventional/creative ways to help customers through use of empowerment.
Excellent follow-up and accountability.
Professional and able to interact with Associates on all levels (team members, leadership, customers, and all other departments within the Suzuki organization).
Ability to work in a fast-paced, constantly changing environment.
Ability to adapt to continuous change.
Effective problem solving skills.
Proven conflict resolution, negotiation and objection handling skills, dependable, punctual, and reliable.
Basic Skills:
Strong Windows/PC and typing skills.
Ability to multi-task.
Strong organizational skills.
Demonstrated problem solving skills
Job Types: Permanent, Full-time
Pay: From $60,000.00 per year
Benefits:
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Tuition reimbursement
- Vision care
Language:
Work Location: In person
