Job Description

Sales Support Specialist

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The primary role of the Sales Support Specialist is to handle routine and escalated customer interactions related to Wacker Neuson sales and operations. Agents will process customer orders and up-sell while responding to customer questions, resolving complaints and coordinating customer requests with other departments as needed. The specialist will also be required to expand and maintain knowledge in other product groups as assigned by management as well as meet set KPI metrics and standards.

Essential Duties and Responsibilities:

Customer Service:

• Respond to inquiries and requests from incoming customer communications via phone, fax, e-mail and/or other means
• Conduct research for problem resolution as required, including but not limited to: policies and procedure interpretation, pricing, shipping programs, invoicing, backorders, tracking, account adjustments, cancellations and returns, reorders and shipping issues
• Resolve customer issues of nonconformance by collaborating with other departments including but not limited to Quality, Distribution, Purchasing, Planning, Product Support and Engineering
• Support the Remote Sales Force with sales related tasks

Customer Service:

• Respond to inquiries and requests from incoming customer communications via phone, fax, e-mail and/or other means
• Conduct research for problem resolution as required, including but not limited to: policies and procedure interpretation, pricing, shipping programs, invoicing, backorders, tracking, account adjustments, cancellations and returns, reorders and shipping issues
• Resolve customer issues of nonconformance by collaborating with other departments including but not limited to Quality, Distribution, Purchasing, Planning, Product Support and Engineering
• Support the Remote Sales Force with sales related tasks

Order Processing:

• Create quotes and orders for standard machines and parts, VC machines and custom BOMs as well as QNs and RGAs
• Process inbound dealer order, C4C orders, web hold orders, and credits for returned, damaged or missing parts
• Follows orders through completion (manual orders as well as web/EDI order), issue quotes from SAP system, stating price, terms of delivery and payment. Fulfill customer requirements utilizing company and department procedures
• Understand and support payment terms, price list and ordering guide, customer relationship management software, eCommerce, as well as any other platform deemed necessary in the order management process
• Understand Light Equipment and spare part freight policies as well as how they apply to orders
• Create and submit freight quotes through multiple freight portals
• Work with the open orders report to ensure deliveries are being printed on allocated orders as well as working to get factory stock moved to sales stock when necessary
• A full understanding of inventory availability in order to provide customers with accurate lead times

ERP System:

• Produce backorder reports to follow up with customers where necessary in critical situations
• Expedite order fulfillment with Planner

Special Projects:

• Supports and assists the Sales & Technical Services Groups as necessary to attain goals and align with overall GIPI strategy
• Completes various tasks outside of primary scope as delegated by the Manager and/or Supervisor to support overall business objectives

Required Skills:

Additional years of experience or education may be substituted for each other as determined by Human Resources.

1. High School diploma/GED is required; an Associate’s Degree in a related field is preferred.
2. A minimum of 1 years of experience with customer service/support is required.
3. SAP experience preferred.
4. Proven assertiveness, perseverance, energy, passion and results oriented behavior.
5. Proven effective problem solving skills with first call resolution mentality.
6. Excellent organizational, communication and negotiation skills.
7. Basic computer skills including but not limited to Word, Excel and PowerPoint.

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