Dealer Experience Specialist

Dealer Experience Specialist Key Accounts

The Dealer Experience Specialist Key Accounts is responsible for supporting Gibson's commercial business by coordinating dealer and operational activities, managing order fulfillment processes, supporting forecasting and sales initiatives, and delivering an exceptional partner experience. This role works closely with Sales, Product, Operations, Supply Chain, Finance, and Dealer Service teams to ensure seamless communication, efficient execution, analytical support, and outstanding service across key accounts.

The ideal candidate is customer-focused, highly organized, and passionate about building strong business relationships. They excel at problem-solving, managing multiple priorities, and collaborating across teams to support dealer success, improve operational efficiency, and contribute to overall business growth.

Key Responsibilities

• Receive, validate, enter, and maintain customer orders accurately within Dynamics 365 and related systems.
• Manage Salesforce cases, tasks, account activities, and CRM data to ensure visibility, accountability, and data integrity.
• Facilitate smooth order processing and issue resolution while coordinating with credit, logistics, and customer service teams to avoid revenue delays.
• Provide dealer support for pricing, product availability, order status, troubleshooting, warranty replacement parts, returns, and RMAs.
• Deliver a best-in-class Key Account experience through proactive communication and service.

Orderbook, Inventory & Fulfillment Management

• Manage and monitor orderbook performance, inventory availability, allocation strategies, and fulfillment execution, both in ERP & Key Account systems, where applicable
• Analyze inventory coverage, inbound production schedules, on-order quantities, allocations, and backorders to identify fulfillment risks and recommend remediation plans.
• Ensure orderbook alignment with revenue targets, inventory availability, and commercial guidance.
• Maintain accurate ETAs, order status updates, and forecasting inputs across Key Account B2B and vendor portals.
• Collaborate with Commercial Leadership, Operations, Supply Chain, Logistics, and Finance teams to optimize inventory deployment and order fulfillment performance.

Business Intelligence & Analytics

• Utilize commercial Power BI and D365 reporting tools, building scorecards, executive summaries, and self-service reporting solutions for designated Key Accounts.
• Ingest, clean, normalize, and aggregate data from multiple sources to create accurate, auditable datasets for analysis and decision-making.
• Maintain KPI's tracking revenue, inventory, service levels, sell-in, sell-through, in-stock percentage, weeks of supply, forecast accuracy, and orderbook health.
• Proactively analyze business performance to identify emerging trends, risks, and growth opportunities, translating findings into actionable recommendations.
• Produce recurring and ad hoc reports, presentations, and business reviews for commercial leadership and cross-functional stakeholders.
• Provide market, category, pricing, competitive, and customer insights that support strategic decision-making.
• Support Key account business reviews with data-driven insights and strategic recommendations.

Sales Planning & Forecasting

• Maintain rolling 12-month demand, delivery, and production forecasts using account purchasing patterns and business trends to improve forecast accuracy.
• Conduct monthly reviews of forecast performance against actual results and recommend corrective actions.
• Support merchandise planning, product lifecycle analysis, new product introduction (NPI) performance tracking, and assortment optimization.
• Lead seasonal SKU setup and data maintenance activities to ensure strong data integrity and successful product launches.

Go-to-Market (GTM) Execution

• Support product launches, seasonal programs, commercial calendar milestones, and strategic sales initiatives.
• Coordinate with Product, Brand, Operations, and Supply Chain teams to ensure successful execution of GTM plans.
• Monitor launch performance and provide recommendations to maximize adoption, availability, and revenue generation.
• Participate in scheduled business reviews and key account meetings, contributing insights and value to support client relationships and business objectives.

Qualifications

Required Experience

• 13 years of experience in B2B/wholesale service with focus on: sales planning, business analytics, forecasting, account management, inside sales, commercial operations, or related disciplines.
• Experience managing forecasting, inventory planning, orderbook analysis, sales performance reporting, and customer account support.
• Demonstrated success turning complex data into actionable business recommendations.
• Experience working in cross-functional and matrixed organizations.
• Experience supporting dealer, distributor, or key account sales channels preferred.

Technical Skills

• Strong Microsoft Excel skills and PowerBI, or similar, expertise
• Experience with Salesforce, Dynamics 365, or similar CRM and ERP platforms.
• Strong understanding of data management, and business intelligence best practices.
• Ability to analyze large datasets and communicate insights effectively to business stakeholders.

Core Competencies

• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to summarize complex datasets into clear business recommendations.
• Excellent written, verbal, and presentation communication skills.
• Exceptional customer service and relationship management abilities.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Results-oriented with strong commercial acumen.
• Ability to work independently while collaborating effectively across functions.

Personal Attributes

• Proactive, self-motivated, and accountable.
• Customer-centric with a passion for delivering exceptional partner experiences.
• Curious and continuously seeking opportunities for improvement and growth.
• Comfortable using data to influence decisions and drive business performance.
• Positive, collaborative, and team-oriented.
• Adaptable and effective in a fast-paced environment.
• Passion for music, musicians, and the Gibson family of brands.
• Working knowledge of guitars, amplifiers, pedals, studio monitors, and related accessories preferred

Travel Requirements

• Periodic travel to commercial meetings, dealer meetings, and Gibson tradeshows and events may be required (approximately 5-10%).