Senior Customer/Dealer Services Specialist

Senior Customer/Dealer Support Specialist

Since 1946 Saladmaster has been changing lives one healthy meal at a time. With over 400 authorized dealers in over 40 countries, using the "Science of Saladmaster" we are helping to change people's lives with our products and business opportunity. We believe the kitchen (and the family table) make up the hub of the home, and that is where everyone belongs.

We are all working together to:

• Grow our dealer network for people that are passionate about changing lives and making a difference in society
• Supporting entrepreneurial minded businesspeople who are driven to grow and succeed with a proven business model called the Success Program
• Build teams than coaching and mentoring them to grow
• Use the Science of Saladmaster to connect with people passionate about healthy home cooking
• Better understand and serve the home cooking needs of communities in which we live and work

You will love it here if you believe in the following:

• Family
• Excellence
• Integrity
• Passion
• Empowerment

If this sounds like the company for you, your seat at our Saladmaster family table awaits.

Your seat at the table: Senior Customer/Dealer Support Specialist

You will love this seat if you get, want, and have the capacity to:

Be the Go-To Resource for the Team

• Serve as a point of reference and support for teammates, stepping in to provide guidance and coverage in the absence of the manager.
• Help onboard and familiarize new team members with processes, tools, and best practices.
• Bring a steady, reliable presence that the team can lean on when needed.

Champion the Customer & Dealer Experience

• Provides a positive customer experience with each interaction, setting the tone for what great service looks like.
• Receives, researches, and resolves dealer and consumer inquiries, service issues, product information questions, and order-related concerns.

Capture Warranty Data

• Enter customer orders for products, replacement parts, and accessories.
• Processes return merchandise and authorize refunds as necessary.

Resolve Shipping & Order Status Issues

• Requests payments from customers regarding outstanding invoices such as freight and shipping charges.
• Performs outbound calls regarding ship dates, refunds, payments, and product delivery.
• Enters orders from customers and sales staff as needed for backup.

Manage Escalation Situations

• Take the lead on complex or escalated situations, bringing calm and solutions-focused support to both customers and teammates.
• Acts as the first point of contact for the team when the manager is unavailable.

User Testing & Special Projects

• Performs user testing and provides feedback to help improve tools and processes.
• Contributes to special projects and additional duties as requested.

Requirements

• Associate degree preferred
• 3+ years of customer service experience
• Prior experience in a team lead, senior, or mentoring role or a demonstrated track record of naturally stepping into a leadership capacity
• B2B dealer or wholesale support experience preferred
• Warranty and returns experience preferred
• A leadership mindset someone who takes ownership, thinks beyond their own seat, and brings out the best in those around them
• Solutions-oriented with the ability to stay calm, decisive, and supportive under pressure
• Someone who leads by example and holds themselves to a high standard before expecting it of others
• Detail oriented with strong organizational skills
• Solid working knowledge of Microsoft Office (Word, Excel, Outlook)
• Comfortable using computers and learning new software
• Experience with Zendesk, Zoom, and Teams is a plus we value quick learners
• Tech-savvy, adaptable, and able to pick up new tools with minimal guidance
• A team player who naturally steps up when the situation calls for it