Job Description
Customer Experience Representative
Job Overview:
As a key member of the service administration team, you will play a vital role in ensuring an exceptional ownership experience for our customers. Your primary focus will be on commercial operations, customer engagement, and administrative support.
Key Responsibilities:
Commercial Focus:
1. Serve as the primary customer support contact within your designated territory, driving business growth and enhancing customer relationships.
2. Identify opportunities to recover lost business and penetrate competitor accounts.
3. Build and maintain strong relationships with customers, gaining industry insights to act as a trusted advisor and promote appropriate service products.
4. Manage contract renewals by understanding customers' evolving needs and fostering year-over-year contract growth.
5. Engage with warranty customers early to inform them of ongoing support options and associated costs, aligning with their budget cycles.
6. Increase the number of service contracts by encouraging ‘book and bill’ customers to transition to contract-based service agreements.
7. Work towards achieving Annual Operating Plan (AOP) targets by understanding financial objectives and contributing to revenue and margin growth.
8. Develop a ...