Customer Care Specialist

  • Ilmor Engineering
  • May 23, 2024
Full time Customer Service

Job Description

Summary:

The Customer Care Specialist will be responsible for supporting our dealer network by nurturing and strengthening relationships, promoting sales efforts, and providing technical expertise when required. This role requires a proactive and outgoing individual who can effectively represent our brand and build lasting relationships with dealers.

Essential Job Functions (Knowledge, Skills, & Abilities):

Dealer Relationship Building:

  • Develop and maintain strong, positive relationships with our Ilmor dealer network through regular interactions, meetings, and visits.
  • Act as the main point of contact for dealers, addressing inquiries, concerns, and feedback promptly and professionally.
  • Collaborate with dealers to understand their needs, challenges, and opportunities, providing solutions and support as necessary.

Sales:

  • Work closely with the sales team to strategize and execute effective sales promotion plans within the dealer network.
  • Conduct product presentations, training sessions, and workshops for our Ilmor customers to enhance their product knowledge and sales skills.
  • Identify and communicate cross-selling and upselling opportunities to all Ilmor customers to drive revenue growth.

Technical Expertise:

  • Possess a solid understanding of our products and services to provide technical assistance and guidance to dealers when needed.
  • Assist dealers in troubleshooting technical issues, offering solutions, and coordinating with our internal Pit Crew
  • Stay up-to-date with industry trends and product developments to ensure accurate and relevant technical support.

Communication and Leadership:

  • Display excellent communication skills, both verbal and written, to engage and lead conversations effectively with dealers, addressing their concerns and promoting our products.
  • Take the lead in group discussions, training sessions, and meetings, fostering an environment of collaboration and knowledge sharing.

Travel and Network Building:

  • Travel to various Ilmor dealer locations to establish and maintain strong relationships in person.
  • Attend industry events, conferences, and trade shows to represent our company and further expand the dealer network.

Reporting and Documentation:

  • Maintain accurate and up-to-date records of dealer interactions, feedback, and outcomes.
  • Provide regular reports to management detailing dealer engagement, sales promotion activities, and progress towards sales targets.

Required Qualifications:

  • Bachelor's degree in Business, Engineering, or a related field.
  • Proven experience in customer care, sales, or technical support, preferably within a dealership or automotive environment.
  • Strong technical background with the ability to understand and convey complex technical information clearly.
  • Exceptional interpersonal skills with the ability to lead conversations, influence decisions, and build rapport.
  • Willingness to travel frequently to various dealer locations and industry events.
  • Self-motivated, adaptable, and able to work independently as well as collaboratively within a team.
  • Proficiency in using CRM software, Microsoft Office Suite, and other relevant tools.
  • Outgoing personality with a genuine passion for building relationships and promoting sales efforts.

Physical Requirements/Work Environment

  • The employee must frequently lift and/or move objects weighing up to 30 pounds, and occasionally lift and/or move heavier items. This job requires specific vision abilities, including close vision, peripheral vision, depth perception, and the ability to adjust focus.
  • While performing the duties of this job, the employee is regularly required to alternate between sitting and standing positions. Additionally, they frequently use their hands and fingers to handle objects, operate tools or controls, and maintain balance while climbing or performing tasks. The employee may occasionally need to walk, reach with hands and arms, kneel, crouch, crawl, and communicate orally.
  • The employee may encounter certain occupational hazards while performing this job, including exposure to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, the risk of electric shock, and explosives.
  • The noise level in the work environment is typically moderate. However, depending on the specific job requirements, there may be instances where ear protection is necessary.