Commercial Customer Service Support

Job Description

Job Description

Company Summary:   

As a rapidly growing global manufacturer of residential and commercial products, Greenworks is leading the charge toward a more powerful and sustainable future. With over 20 years of research and development, including over 1000 patents in outdoor power equipment, power tools, and lifestyle products, we're pushing the limits of what battery technology can do to improve the quality of work and life. 

Position Summary:

The Commercial Customer Service Support role at Greenworks Commercial provides exceptional support to our commercial customers, including end users, dealers, distributors, and the sales team.  The primary responsibility is to deliver timely and accurate responses to elevated service-related inquiries and issues. Customer concerns are varied, complex, and non-routine, encompassing tasks such as part number identification, sales order entry, order expediting and resolving "unit down" backorder situations. This role also addresses concerns from all internal and external customer groups regarding pricing, backorders, order expectations, and dealer/distributor performance. 

Key Responsibilities:

• Develop and maintain positive relationships with assigned customers by accepting and resolving accelerated front-line issues within established timeframes, liaising between customers and other business areas to resolve issues and maintaining regular phone and email contact with assigned customers.  

• Diagnosing errors or technical problems and determining proper solutions.
• Proven experience with troubleshooting equipment and systems identifying issues to determine the root cause.
• Respond promptly and courteously to telephone inquiries and answer questions regarding pricing, customer setups, and delivery. Coordinate with warehouse teams for outbound shipment needs.
• SAP S/4HANA - Sales Order Management, Pricing and Conditions, Availability Check and ATP (Available to Promise), Delivery and Shipment.
• Communicate frequently with customers, dealers, and field reps on various contractual issues and questions. Refer unresolvable issues to the team leader.  Build long-term relationships with key customers, dealers, and field personnel.    
• Optimize the use of Salesforce, drive compliance, and maximize team performance.

• Analyze data and use business insights to identify, develop, and optimize lead generation for Territory Managers to secure end-user landscape demos promptly.    

• Work internally with other business functions (After Sales and Service, Purchasing, Product Management, Marketing, Finance) and as an advocate for customers in researching and resolving complex issues.
• Learning and maintaining a working knowledge of all parts through training and continuing education opportunities provided by the company.
• Assign Service Solutions Salesforce cases in the queue.
• Occasional responsibility to facilitate discussions with the Tech Team, ensuring that all escalated issues are addressed promptly and effectively.
• New Dealer cold calling and onboarding
• Responsible for managing the existing dealer base in the territory from an administrative perspective to include Order Management, Warranty Claims processing, Rebate processing, Non-technical Dealer Support, Demo and Routing planning, Dealer Sales Events, Sales training schedule, and Merchandising support.
• Responsible for understanding, facilitating, and coordinating all efforts regarding the A3S / Greenworks Fleet Connect (remote product support).

Experience Required :

• Excellent communication skills, in person, by telephone, and in writing. This includes presenting a professional, friendly, helpful, self-confident image, along with a good command of word usage, spelling, and grammar.  Clear and concise communication skills, both verbal and written, critical thinking skills, and must possess the ability to cross-train in other tasks.  Must be tactful, professional, and detail oriented.
• A willingness to continual learning and skill development while multitasking.
• Strong computer skills and the ability to efficiently navigate multiple screens and applications.
• Salesforce experience desired.
• SAPS/4 HANA experience desired.
• Related Industry experience (OPE, material handling, automotive)

Education and Experience:

• Bachelor's degree in a related field (Business Administration, Business Operations, Logistics)
• High School Diploma/GED

Compensation and Benefits:

• Health, dental, and vision coverage
• Assistance with fertility treatment and adoption
• 401k company match plan
• Paid sick, personal, and vacation time

Greenworks will not offer sponsorship for employment-based visa status (including, but not limited to, H-1B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require sponsorship to continue to work legally in the United States.

Greenworks is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.