Dealer Service Representative

Dealer Service Representative

About the Role

The Dealer Service Representative is a proactive customer experience professional who supports our domestic dealer network across the Gibson portfolio of brands by engaging with the Commercial Team to manage the orderbook of our dealer partners and be the key point of contact for everything relating to order fulfillment and service.

The ideal candidate will apply industry-leading standards that excite our distribution partners with exceptional service experiences, be customer-centric and passionate about service solutions and developing service as a competitive advantage, and a proactive ambassador for customer service with a drive to increase loyalty and lifetime value of partners in an omnichannel environment.

Main Duties

• Work with the larger Commercial team including Gibson Business Development Managers (BDMs) and Dealer Product Specialists (DPSs) to build strong, long-lasting relationships with our dealer partners
• Receive, validate, and enter orders quickly and accurately into Dynamics 365 ERP system via EDI and manual entry
• Manage daily cases and tasks in Salesforce CRM
• Analyse the orderbook for adherence to guidance, and modify where necessary to ensure accurate fulfilment of each order
• Facilitates smooth order processing and fulfilment and rectify any errors
• Assist dealers with product service support which includes pricing, availability, order status, troubleshooting, providing warranty replacement parts, issuing RMAs for product returns
• Work with the Credit department to proactively address potential credit holds
• Generate and compile reports and analyse data
• Maintain vendor portals, ensuring alignment with orderbook

Required Skills and Abilities

• Exceptional customer service skills a must
• Excellent communication skills, both written and verbal
• Ability to set and adhere to deadlines
• Excellent organizational skills
• Strong analytical and troubleshooting abilities
• Ability to work independently and adapt to a fast-paced, growing business environment
• Working knowledge of guitars, amps, pedals, studio monitors, and accessories

Required Education and Experience

• 3-5 years' relevant work experience in customer service or sales for national accounts
• Salesforce CRM, Dynamics 365 ERP, vendor portal experience preferred
• Experience with operating in a global matrixed organization
• Exposure to working in a dynamic, global, premium-branded consumer goods company
• Experience using vendor portals and sales portals

Personal Qualities

• Able to proactively troubleshoot issues to prioritize and identify solutions in a timely manner
• Works with a sense of urgency and a desire for excellence in performance and customer satisfaction
• Curious in nature and always looking to question, learn, and find better ways to do things
• Customer-centric mindset to engage proactively with dealers
• Maintains a positive outlook and is empathetic and dependable
• Values collaboration and cross-functionality with a growth-driven mindset
• Focus on empathy, diversity, equity, and inclusion
• Personable, fun, team oriented
• Passion for music

Travel Requirements

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

Physical Demands

• Mobility to work in typical office and field (warehouse/production) settings and use standard office equipment
• Strength to lift and carry up to 25 pounds