Service Sales Representative

Job Description

Job Description

Job Title:

Service Sales Representative & Customer Experience Advocate

Date:  

September 21, 2026

Job Description:

1 | SUMMARY OF FUNCTIONS:
Primary point of contact for key Fleet accounts in support of their service needs and solutions. You will be responsible for the development, support, and the marketing efforts of Service solutions for your market’s dealership. Establishes plans and strategies to expand the customer base in the Service area. You will also play the role of a customer advocate. Customer advocates are facilitators between customers, Excel Equipment, other dealerships, and OEMs. 

2 | MAJOR DUTIES AND RESPONSIBILITIES:

• Develop a business plan and sales strategy for our market leveraging our dealerships strength (Service, Parts, Body, Trailers & Sales) that ensures the attainment of company sales goals and profitability. 

• Develop new and strengthen our existing customer relationships. Actively marketing the solutions that our dealership can offer its Fleet customers. Coach and educate customers on digital tools and features available to them (Detroit Connect, Service Tracker, Smart Source app. etc.). 
• Coordinate Service work coming into the shop with the Service Manager and other departments.  In tandem with our Dealership’s departments, communicates and follows-up supporting the best Customer experience. 
• Communicate across all departments our customer opportunities and will provide solutions. This forum will include monthly management and department meetings.
• As our Fleet Customers’ needs evolve and opportunities develop, this role will coordinate communications with our management team. 
• Daily coordination and communications take place with the dealerships Service Manager and all department managers as needed. Act as a liaison with our manufacturers regarding Service support bulletins, active recalls, and programs for our dealerships. Report to the service manager on progress of issues that are resolved or pending.
• Assists our Fleet Customers with repairs outside of our Excel Dealership network. Partners with Service departments across our Freightliner national network to expedite repairs. Extending network support to our customers includes timely communication updates, repair of the truck/uptime and positively impacting the customers experience as their point of contact during the repair cycle. 
• To be the main contact for the customer in handling a question or problem, and to keep the customer updated with timely and frequent information about progress towards resolving the issue. To facilitate a resolution by bringing together the appropriate department’s mangers.

• Adheres to all company policies, procedures, and business ethics codes. While the above outlines the position, additional duties may and will be assigned as needed in support of our Company.

3 | ORGANIZATIONAL RELATIONSHIPS:
Reports directly to our Dealerships Director of Component Sales & Technology. In addition, this position is able to support all other departments as needed to support our customers experience and meeting their expectations.