Product Support Analyst - Military veterans preferred

Description:

The Dobbs Truck Group is a growth company that successfully expands our operations and customer base through a high-quality team of employees.

Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies – Dobbs Peterbilt and Western Truck Center. These dealerships represent some of the best commercial truck brands including Peterbilt, Volvo, Mack, Autocar, and Hino and include locations in Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington.

We offer a competitive benefits package including medical, dental, vision, long-term disability, life insurance, and 401(k), as well as paid vacation and sick leave. Our Company is looking for long-term employees that we can invest in and grow with as we pursue our mission of being the premier commercial truck dealer group.

I. General Job Description

This position will focus on improving customer satisfaction, while also ensuring that the product strategy are applied successfully. The Product Support Analyst will also work closely with other departments, which will contribute to the overall customer experience.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Responsibilities

• Identifying customer needs, clarifying information, and researching every issue to providing solutions.
• Building and maintaining spreadsheet information and communicating data logged to customers.
• Communicating between dealers to obtain information to input data in a spreadsheet and send to customers.
• Ensuring customers are satisfied, while also being involved should any customers face issues with the product.
• Seize opportunities to upsell products when they arise.
• Managing large amounts of inbound and outbound calls in a timely manner.
• Provide an effective communication between marketing, sales, service, and parts departments ensuring the product strategy is executed well without any issues or delay.
• Meet personal/team qualitative and quantitative target.
• Perform other duties and responsibilities as assigned.

II. Minimum Job Qualifications

• Strong verbal communication skills along with active listening.
• Must be able to work closely with other departments and assist them according to the product strategy.
• Ability to multi-task, set priorities and manage time effectively.
• Basic computer skills required with a focus on Microsoft Excel and Word.

III. Desired Job Qualifications

• Experience and knowledge in working with Sales, Marketing, Parts and Service departments
• Previous experience in a customer support role

IV. Mental Capability Requirements

• Comprehension: Ability to understand, remember, and communicate routine, factual information
• Organization: Ability to organize and prioritize own work schedule on short-term basis (longer than one month)
• Reasoning and Decision Making: Ability to make decisions which have moderate impact on immediate work unit
• Communication: Ability to express or exchange ideas by means of the spoken word, communicating orally with other accurately, loudly, and quickly
• Mathematics: Ability to add, subtract, multiply, divide and to record, balance, and check results for accuracy

V. Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands and arms to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear, and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate.

VI. Common Expectations of Performance for all Employees

The following includes common expectations for all employees of the Company. The evaluation of job performance will be based on these common expectations as well as the position-specific responsibilities described above.

Communications, Teamwork, and Feedback to Others

• Contribute to a work environment that is based on trust and respect.
• Have discussions on a regular basis with their manager to discuss opportunities to best achieve individual performance objectives and departmental goals.
• Suggest ways to improve the efficiency of conducting their job duties.
• Promote continuous improvement and change to support company growth.
• Mentor others unselfishly.
• Give credit where it's due.

Company Loyal Policies and Work Ethic

• Adhere to the policies contained in the Employee Handbook.
• Adhere to the Company's Employee Conduct Policy.
• Support management decisions toward meeting company goals.
• Be open and receptive to new ideas, regardless of their origin.
• Make prudent decisions, which are based on the best interest of the Company and its long-term future.

We are an Equal Opportunity Employer

Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies – Dobbs Peterbilt and Western Truck Center.

Dobbs Peterbilt and Western Truck Center are equal opportunity employers that values a broad diversity of talent, knowledge, experience, and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. Dobbs Peterbilt and Western Truck Parts do not discriminate in hiring or employment on the basis of race, color, religious creed, national origin, sex, ancestry, pregnancy, genetic information, gender identity, sexual orientation, or marital status; or on the basis of age against persons whose age is 40 and over, or on the basis of physical or mental disability; or to disabled veterans or to Vietnam veterans.

We are proud to be an affirmative action employer and encourage minorities, women, individuals with disabilities, and veterans to join our team.

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