Position Summary:

Builds and maintains customer relationships within a defined territory or group to educate and drive awareness of OEC solutions. Provides onboarding support to new customers and introduces best practices in order to drive customer engagement and product utilization, thereby selling more parts. Responsible for achieving targeted levels of customer utilization of OEC solutions to ensure customer satisfaction and incremental sales. Supports key customers within territory to exceed customer expectations and drive high levels of engagement.

Job Duties:

1. Consults across OEC platforms regarding OEM solutions based on a solid knowledge of one or more company applications which may include any of the following areas: Collision, Mechanical, Retail, and Supply Chain.

2. Continues fluency in known product lines, and focuses on a specific product when requested by Associate Manager or Manager in support of ongoing and changing business priorities; proactively learns new product information with the goal of becoming fluent in speaking all-OEC product language.

3. Completes initial implementation activities within established product timeframe, reaching dealers, body shops, fleet accounts, tire distributors, or repair facilities; educates parts, service, or repair manager(s) to enhance product usage at facility (includes review of product functionality and completion of key configuration steps).

4. Establishes desired outcomes, creating short term and long term goals to drive product adoption. Provides meaningful data to coach dealer on marketing strategies, and performance feedback to achieve goals and improve time to value.

5. Achieves targeted levels of customer utilization of OEC solutions to ensure customer satisfaction.

6. Responds to incoming requests from customers for product information and support; resolves client issues via phone and e-mail. Utilizes available opportunities to provide influential information that could result in additional product sales or upgrades.

7. Utilizes business intelligence tools to track usage activities; recognizes trends and makes consultative recommendations to the customer.

8. Executes success plans appropriate for OEM, region and dealer business model to further accelerate and expand product use beyond initial launch.

9. Utilizes the CRM to capture all customer interactions and maintains valid customer account information to help drive performance; engages with KnowledgeBase, providing reliable information of the solution.

10. Establishes high level relationships with dealer management and department champions; drives customer engagement and increases overall parts sales through coaching.

11. Works with Associate Manager to prioritize workload and leverage CRM to manage activities to ensure appropriate communication and engagement with customers.

12. Identifies opportunities for performance coaching, product upgrades or additional sales and communicates opportunities to Direct Sales team along with supporting information through CRM.

13. Proactively manages customer’s desired outcome in context of using OEC applications.

14. Contacts assigned accounts with a pending cancellation to obtain reason, re-establish desired outcomes, and identify opportunities to improve performance in an effort to rescind their cancellation.

15. Increases overall parts sales through coaching of Dealer parts staff.



Education:

Requires an associate degree from an accredited college or, in the absence of a degree, directly related job experience building business relationships and facilitating product usage. Any additional training through a vocational school that is related to automotive parts, service and sales is helpful, but not necessary.



Experience:

At least two (2) years of prior experience in a customer service or telephone/counter service or sales capacity. Requires past experience in either an inside or outside business-to-business sales role, producing quantifiable results through outbound phone contact on a regular basis. Candidates with a strong educational background and little or no experience are considered where on-the-job training in various OEC products for three to six months will provide the company the output required to meet defined job responsibilities and annual goals established within the department. Demonstrated organizational abilities and prior experience using a computerized customer database. Preferred prior experience with software, Internet, and/or eBusiness account management/sales.