RealTruck

RealTruck is the premier manufacturer and digital destination of accessories for truck, Jeep®, Bronco® and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, Real Truck’s 5,000+ associates operate from 72 facilities across four continents. RealTruck’s industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 850 patents and pending applications. The company’s omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships. For more information, visit www.realtruck.com.

Position Summary

The Brand Specialist will support sales and customers by monitoring and tracking all transactions. This position will be the front-line contact between Sales and all departments within the brand who have direct impact of fulfilling customer orders and/or requests. This role will make calls to customers and provide product knowledge. The Brand Specialist will follow daily procedures in order to fulfill the organizational objective of creating a moment for the customer as it relates but is not limited to; new products, promotions, on-site training/coaching, customer communication, orders, SalesForce, warranty, any and all updates. This position will focus on serving our international customers.

Core Functions

• Analyze data or statistics to identify the customer service level the site/location is providing; review processes and/or procedures to identify areas for improvement; provide recommendations and improvement implementation plans to minimize cost and increase revenue (including freight claims, ASN/EDI issues, audits, orders and any possible missed sales opportunities).
• Audit participation, documentation, and provide TS certification support, as needed.
• Communicate and document requirements or changes company wide.
• Manage resolution of open A/R issues with the input of the sales team, A/R, and customer.
• Coordinate with appropriate operations personnel to ensure 100% fill rate and product arrival per customer specifications.
• Cross train across all Brands.
• Review customer back orders daily; proactively escalate and communicate where needed.
• Demonstrate strong ownership of accounts.
• Ensure compliance with partner agreements, including but not limited to: the management of customer portals and maintaining scorecards (if applicable); keep all pricing accurate and up to date within systems against that of which we have in our system, including keeping customer cross-reference part numbers up to date, if available.
• Identify, analyze, and solve problems.
• Improve overall customer experience, create engaged customers, and facilitate growth.
• Interact directly with customers on inquiries, order entry, tracking, and any step necessary for a successful fulfillment process.
• Lead solution-development efforts that best address customer and end-user needs while coordinating the involvement of all necessary company and partner personnel.
• Serve as the main contact for sales, quality, and tech team(s).
• Maintain balance between Company policy and customer’s benefit; handle issues in the best interest of both; perform with a high level of accuracy and productivity without sacrificing quality.
• Manage time, workflow, and priorities to accomplish goals.
• Order management and main point internally for customer and sales personnel.
• Oversee the process for updating and keeping training manuals.
• Perform other related duties as assigned or as necessary; remains flexible to customer and Organizational needs.
• Portal management including where they exist and understand new programs.
• Prepare, review, and analyze daily open order reports and material releases.
• Proactive communication approach to internal and external customer base.
• Report on missed opportunities and sales volume.
• Work closely with quality/tech department for quality concern returns and/or issues.
• Work with data team for resolution of issues relating to data verification integrity/fluctuation.

Qualifications & Requirements

Education and Experience

• High school diploma is required.
• 3+ years of experience in customer service and/or sales is required.
• Experience serving international customers preferred.
• Bilingual English/Spanish preferred.

Required Licenses

• Valid driver’s license and clear DMV record required.

Skills, Abilities, And Knowledge

• Knowledge of database software, internet software, CRM Tool, and Mapping Software.
• Ability to effectively use Microsoft Office, including Excel, Outlook, PowerPoint, and Word.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one- and group situations to customers, clients, and other employees.

Travel

• Frequent travel may be required; up to 35%.

COMPETENCIES

• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service – Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Verbal Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to other views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.
• Organizational Support – Follows policies and procedures; Completes tasks correctly and on time; Supports organization’s goals and values; Supports affirmative actions and respects diversity.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity – Meets productivity standards; completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.