Senior Customer Service Representative

As a Senior Customer Service Representative, you will play a key role in driving aftermarket growth by building strong customer relationships, ensuring accurate order processing, and maintaining detailed records within the Aftermarket Sales Department.

Kershaw Equipment, located in Montgomery, AL, is a leader in rail maintenance and vegetation management production and a worldwide supplier of maintenance-of-way equipment. Built on our strong commitment to our customers, our company supplies machines to Class I railroads, transit lines and short lines, and many contractors around the globe. Kershaw is part of The Heico Companies LLC, a parent holding company comprised of more than 40 businesses involved in manufacturing, construction, and industrial services. Kershaw joins forces with heavy equipment brands Pettibone, BARKO, and ARDCO as part of the Heavy Equipment Segment of The Applied Solutions Group.


Responsibilities:

• Utilize (D365) to manage customer accounts, process orders, maintain accurate records, track sales activities, and generate reports to monitor performance and growth opportunities.
• Ensure accuracy of purchase orders, quotations, pricing, customer records, and sales documentation while maintaining data integrity and compliance with company standards.
• Resolve customer and supplier issues related to invoicing, warranties, pricing discrepancies, order fulfillment, and other escalated matters.
• Collaborate with Operations, Engineering, Purchasing, Accounting, and Logistics teams to support customer requirements, product delivery, and business objectives.
• Ensure compliance with work instructions, sales terms and conditions, ISO 9001 requirements.
• Analyze sales performance, customer activity, and market trends to support forecasting, annual planning, and revenue growth initiatives.
• Coordinate customer inquiries, quotations, purchase orders, returns, and pricing activities to maximize customer satisfaction and profitability.
• Report on account performance, sales activity, customer trends, contract status, and growth opportunities to the aftermarket manager.
• Support sales campaigns, product promotions, and continuous improvement initiatives that enhance customer satisfaction, operational efficiency, and sales effectiveness.
• Mentor Customer Service Representatives on customer service best practices, sales processes, and system utilization.
• Meet established KPIs related to revenue growth, customer satisfaction, order accuracy, response times, issue resolution, account retention, and D365 data accuracy.

Skills & Abilities:

• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, and Outlook); experience with Microsoft Dynamics 365 (D365) and manufacturing, rail, industrial equipment, or heavy-equipment environments preferred.

Experience & Education:

• 5-7 years of customer service, inside sales, account management, aftermarket sales, or related experience, with a proven track record of building customer relationships, growing accounts, achieving sales objectives, and resolving complex customer, warranty, and escalated service issues.
• Strong analytical, organizational, and problem-solving skills with the ability to evaluate sales performance, customer activity, and business trends while managing multiple priorities with a high degree of accuracy and attention to detail.
• High School Diploma or GED required.
• Associate or bachelor's degree in business, Sales, Marketing, Operations, or a related field preferred .
  

Work Environment:

• The position operates in a professional office environment with prolonged periods of sitting and computer use in addition to using standard office equipment such as computers, iPads, phones, copiers, printers, fax, scanner, and filing cabinets. The employee is occasionally exposed to high levels of noise, welding operations, non-temperature-controlled environments, and others typical to a heavy-equipment manufacturing and warehouse environment. The use of proper PPE is required .

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to use hands to finer, handle or feel and reach with hands and arms, lift and/or carry up to 25 pounds, balance, bend, stoop or kneel, climb, push/pull and squat, or crouch.
• The physical demands described here are representative of those that must be met by the Senior Customer Service Sales Rep in a position to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Kershaw Equipment L.L.C. offers a competitive and comprehensive benefits package that includes:

• Multiple health plan options through Blue Cross Blue Shield,
• Health Savings Account (with company match) or Flexible Spending Accounts, depending on selected health care plan,
• Two Dental plan options through Blue Cross Blue Shield,
• Vision plan through VSP,
• Paid time off (vacation and 11 paid holidays),
• 401k plan with company match,
• Life/AD&D insurances (both company-paid and additional voluntary options),
• Sick leave, Short-term Disability and Long-term Disability plans (company-paid),
• Employee Assistance Program (EAP, company-paid),
• Three Aflac plans
• 2 pet insurance plans
• Legal insurance
• Identity & Fraud Protection Plan

EOE M/F/D/V