Customer Service Representative

Position Summary

The Customer Service Representative will serve as an ISR (Inside Sales Representative) and will establish relationships, maintain contact, and increase sales and sales opportunities with Compact Construction Equipment (CCE), small to medium-sized customers and prospects, in an assigned territory. This individual will be the primary contact for potential new retail customers that contact the CAT dealer by phone, electronically (website request) or in person (walk-in). The CSR will also be responsible for growing parts and service sales, via phone calls, in an assigned territory. The CSR is responsible for presenting CAT dealer’s product offering and value proposition to retail customers with the objective of gaining customer orders for equipment / work tools / product support products. Spanish/English bilingual fluency is a plus.

Essential Responsibilities & Expectations

• Maximize product support (parts & service) sales within an assigned territory
• Quote/Sell Compact Construction Equipment machines and attachments for walk-in customers
• Maintain minimum call cycle of 15 product support customer calls per day
• Qualify prospects and develop leads for outside sales representatives
• Maintain accurate customer data records and customer equipment population
• Assist in collection of past due invoices
• Establish and maintain personal working relationships with customers and coworkers
• Inform customers on marketing promotions for sales and product support
• Organize equipment display
• Collaborate with dealer marketing personnel to ensure adequate promotional signage, materials, etc. are visible, and current and in good condition
• Collaborate with yard personnel to ensure display machines / work tools are positioned correctly and display area is organized and clean
• Collaborate with Inventory Manager to ensure correct machines / work tools are on display – machines are clean including adequate quantities and variety of display models
• Ensure all display machines / work tools are visibly priced including any promotional pricing / offers
• Ensure all display signage is accurate and visible and in acceptable condition

Qualifications

Education

• High school diploma or the equivalent required.

Experience

• Previous experience in outside sales, phone-based sales, and a working knowledge of heavy equipment is preferred.
• Documented success in previous jobs is required.
• Experience using personal computers and basic typing skills are required. 

Skills & Competencies

• Intermediate selling skills
• Relationship building skills
• Problem resolution skills
• Basic mechanical and parts identification skills
• Written communication skills
• Advanced telephone communication skills
• Basic computing skills including Microsoft Office 365
• Bilingual fluency - Spanish speaking/reading/writing (preferred)

Job Training

• Caterpillar inside sales training
• Caterpillar parts/service sales training
• Caterpillar machine sales training
• TTCo and Caterpillar computer programs

Safety Summary

Working Conditions

Work is normally performed in an office environment. Limited exposure to physical risk and all- weather conditions is associated with this position.

Physical Requirements

• Ability to speak, listen, write, and type effectively. 
• Ability to safely reach, kneel, grasp, and stoop as needed. 
• Ability to safely lift up to 50 lbs. 

Job Hazards

• Tripping, falling, slipping
• Repetitive hand motion (computer work)
• Back and neck strain
• Stress
• Potential harm from operating office equipment

Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.

Education

Required

Preferred