Sales Support Coordinator bei Triumph Motorcycles (TMA)

PURPOSE OF THE POSITION: This position is responsible for maintaining Triumph Motorcycles positive brand image by providing crucial support the sales team by managing administrative tasks, assisting customers, handling correspondence, preparing reports, maintaining customer databases. This role requires strong organizational skills and timely and efficient communication with both Internal Customers (TMA Staff) and External Customers (TMA Dealers). Developing competitive brand comparison reports.  This position is also responsible for reaching out to Dealers in a proactive manner to assist with any questions they may have regarding the Triumph experience.

MAJOR RESPONSIBILITIES

• Answer all staff/customer/dealer service calls, e-mails in a professional manner
• Direct contact for all Regional Manager and Sales Manager customer/dealer service needs
• Maintain workflow of Regional Managers needs and responsible for timely resolution and follow up
• Managing and assigning inbound MS Dynamics 365 cases by department. Following up with assignees as needed until cases are closed
• Communicate with TMA management team regarding customer service issues and trends based on case volumes
• Partner with other departments in order to proactively troubleshoot and reduce future issues
• Remain current in knowledge regarding TMA products, service, trainings, and order programs
• Expert in Triumph policy and procedures
• Weekly Case log reporting to management staff and follow up
• Complete recurring monthly and periodical tasks such as, but not limited to, Competitive OE Retail Incentive report, sales incentive tracking,  
• Ability to move motorcycles

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge:
• Working knowledge of Microsoft Office, Word, Excel and Outlook, Powerpoint
• AS400/DCS
• Microsoft Dynamics 365 / SalesForce 
• TOL
• Skills: 
• Average to above average typing skills
• Strong Work Ethic
• Positive, Passionate attitude
• Abilities:
• Excellent customer service skills both written and verbal
• Strong Organizational skills

RELATIONSHIPS

• Internal:
• Report Directly to the National Sales Manager
• Works closely with every department within the company
• Works closely with each Regional Manager and Sales Manager in the field

• External
• Requires daily interaction with customers and dealers
• May require communication with suppliers 
• Travel and Dealer visit with Sales Team

AUTHORITY 

• Authority to escalate issues to management for a resolution
• Does not have authority to hire or fire.

EDUCATION

• High School diploma or equivalent
• 1-2 years Customer Service experience
• Powersports Dealership Experience 

TRAINING 

• Triumph Academy
• Continued AS400
• Continued Microsoft Dynamics 365
• Workplace communications and policies

PHYSICAL REQUIREMENTS OF THE JOB

• While performing the duties of this job the employee is rarely exposed to moving mechanical parts, fumes, or airborne particles.  The employee is normally within a standard office environment.   The noise level in the environment is reasonable.
• While performing the duties of this job the employee is frequently required to stand, walk, and sit.  The employee is required to talk, hear, and reach with hands and arms to finger, handle, or feel.  The employee is occasionally required to lift up to 30 pounds.  The vision requirements include depth perception, ability to adjust focus, close vision, and color vision. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.