Service Excellence Professional

About this role

We are seeking an exceptional service professional to join our team as a Dealer Service Specialist. This key position involves delivering outstanding service experiences to dealer partners, managing daily communication, addressing inquiries, and ensuring prompt issue resolution.

As the primary contact for all service-related matters, you will build trusted relationships with dealers, provide guidance on tools and systems, and work cross-functionally to guarantee a seamless customer journey that aligns with our company's excellence standards.

Key Responsibilities :

• Serve as the primary point of contact for dealer partners, managing all service-related communications and inquiries.
• Provide accurate and timely responses to questions related to orders, products, account details, and processes.
• Track and manage support cases in the CRM system, ensuring timely follow-up and resolution according to established SLAs.
• Collaborate with internal departments (Operations, Clinical, Finance, and Marketing) to ensure efficient and coordinated problem-solving.
• Deliver training and guidance to dealers on systems, tools, and service processes to enhance their self-sufficiency and satisfaction.
• Maintain up-to-date knowledge of products, procedures, and policies to provide accurate and proactive support.
• Elevate complex issues to relevant teams while maintaining ownership of the communication until resolution.
• Monitor service performance and contribute to the creation of satisfaction reports and improvement initiatives.
• Demonstrate empathy, professionalism, and a solution-oriented attitude in every interaction.

Requirements :