Dealer Support Representative

About Us:

Mitsubishi Logisnext Americas Inc. has helped customers Move The World Forward for more than 100 years as a technology-driven forklift manufacturer. In addition to being a forklift manufacturer, we are also a total solutions provider offering scalable products and services from material handling and automation to extensive fleet support.

About the role:

As a Dealer Support Representative, you will be responsible for providing exceptional support to our dealer networks, ensuring a satisfactory response and solution. As a crucial link between Logisnext and our dealers/customers, you will play an essential role in fostering positive relationships, resolving issues, with an opportunity to deliver critical service. As a key contact within the organization, our dealer support group is a vital resource our dealers utilize in order to ensure their business is able to move forward without interruption and delays, and that the dealers can then offer exceptional service to their customers.

What you will do:

• Dealer/Customer Assistance: Respond promptly to dealer inquiries via tickets through an online CRM ticketing system, emails, phone or chats. Provide helpful, thorough and accurate information in responses and updates. Sometimes this may mean simply responding back to inform the dealer that we do not have an answer yet, but are working on it in order to keep them well informed. Assisting dealers may include help with product information, web and user account assistance, as well as other general inquiries.
• Order Management: Responsible for all parts order related administration. If a dealer has a question on a part, a backorder, or any aspect of a sales order, it is our responsibility to try and assist them to the best of our abilities or route their concern to the adequate department for assistance.
• Partner with Sales Team: Assigned to sales reps and specific dealers to further foster a positive experience for our dealers through regular communication and engagement. Provide on-going support and materials to ensure dealers are knowledgeable about our offerings and become their go-to for any issues that arise.
• Cross Functional: Testing new features of dealer facing websites and educating our customers on our systems and processes. Encouraged to document standard operating procedures for streamlined support and service. Collaborating with other departments to ensure the best possible customer experience.

When and Where:

• Monday through Friday, 9:00am-6:00pm EST. Hybrid work options available after on-site training based out of Grand Rapids, MI.

What you need to have:

• High School Diploma; Associate’s Degree desired.
• 2-7 years of experience.
• Communication: Strong verbal and written communication skills to effectively interact with dealers and internal teams.
• Customer Focus: A commitment to provide exceptional customer service and ensure dealer satisfaction.
• Team Player: Ability to work collaboratively with various departments, people, and organizations.
• Empathy: A customer focused mindset with ability to empathize and focus on finding a solution for our customer.
• Problem Solving: Ability to analyze problems, and propose long term solutions to minimize repeat issues
• Working knowledge of Microsoft Office (Word/Outlook/Excel/PowerPoint).

What would be nice to have:

• Mechanical ability or experience is preferred
• Bilingual (English/Spanish) preferred, but not required
• BPCS / SAP / CSD / CRM / Microsoft AX system knowledge is helpful

What we offer:

• Medical, dental, and vision benefits
• Paid Vacation, Sick Time, and Paid Holidays
• Profit Sharing Opportunities
• Flexible Spending and HSA Accounts
• 401k with automatic company contribution and company match
• Short-term and long-term disability insurance
• Life, Dependent Life, and AD&D Insurance
• Paid Parental Leave (Includes 6-8 weeks of maternity leave and 5 days of paternity leave)
• Employee Assistance Program
• Employee Discounts
• On-the-job training and development

The salary for this position ranges from $43,000 to $53,000 annually. The specific salary for a successful candidate will depend upon, among other legitimate factors, education, training, and/or experience.

To be considered for this role, all applicants must submit a full and complete application through our careers page.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Equal Opportunity Employer/Veterans/Disabled

Agency Disclaimer:

Mitsubishi Logisnext Americas Inc. does not accept unsolicited resumes from third party vendors. Any unsolicited resumes from a third party will become the property of the company to use at the company’s discretion, with the understanding that Mitsubishi Logisnext Americas, Inc. will not be billed a fee for any such resumes. If a company is designated as an approved vendor, then said company can only provide assistance on those positions requested via a formal written agreement of support.