<p>Purpose: This position exists to serve as the primary point of contact for all dealers and retail customers providing aftermarket sales and parts support.</p> <p>Essential Functions:</p> <ul> <li>Serve as main point of contact for all parts related issues from dealers and retail customers responding and addressing all inquiries appropriately with ability to handle all escalated and complicated parts questions and issues. </li><li>Researches engineering drawings & charts, bill of materials, work orders and network documents. </li><li>Assists dealers with part number research, price quotes, shipping options, part availability, status of existing orders and change orders. </li><li>Researches and creates special make item part numbers, descriptions and build lists. </li><li>Processes special order requirements for recalls, technical bulletins, product improvements and warranty no charge orders. </li><li>Verifies accuracy and completeness of information on parts orders by having a broad understanding of all products for each brand. </li><li>Communicates internally based on dealership and customer requests; communicates externally to convey information regarding parts availability and status. </li></ul> <p>Experience/ Knowledge:</p> <ul> <li>Customer facing experience is required. </li><li>Prior high volume call center experience is preferred. </li><li>Manufacturing background is preferred with knowledge of RV construction, processes, parts and warranties, Lemon Laws and recalls. </li></ul> <p>Necessary Skills & Abilities:</p> <ul> <li>Ability to learn, grow and adapt to an ever changing product environment including a broad range of company products and programs. </li><li>Must demonstrate a desire and ability to assess problem situations and respond appropriately in professional manner. </li><li>Strong communication skills are required with ability to mediate escalated issues and upset customers. </li><li>Strong organizational skills with the ability to prioritize multiple tasks efficiently while maintaining a positive attitude. </li><li>Proficient in Microsoft Office software including AX. </li></ul> <p>Work Requirements:</p> <ul> <li>This position may require sitting, standing, and working in front of a computer monitor in an office setting approximately 95% of the day. </li><li>This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other office tools and equipment; reaching with hands and arms. </li><li>Must comply with all safety procedures and protocols. </li><li>This position is a full-time position, which may require some flexibility in hours & days worked (including Saturdays, as needed). </li><li>Supervisory responsibilities: none. </li><li>Remote work: not available. This position works from a Call Center located in Middlebury, Indiana. </li><li>Regular attendance is required. </li><li>Management reserves the right to assign or reassign duties and responsibilities to this job at any time. </li></ul>