Senior Customer Service Representative
On-siteMontgomery, Alabama, United States
Job Summary
Utilize Microsoft Dynamics 365 to manage customer accounts, process orders, and generate performance reports while ensuring data integrity and compliance with ISO 9001 standards. Resolve escalated issues regarding invoicing, warranties, and order fulfillment by collaborating with Operations, Engineering, and Purchasing teams to support delivery and business objectives. Analyze sales trends and market data to support forecasting, annual planning, and revenue growth initiatives. Mentor junior representatives on sales processes and system utilization. Meet established KPIs for order accuracy, response times, and account retention. This role supports sales campaigns and continuous improvement efforts within Kershaw Equipment's Heavy Equipment Segment.
Required Qualifications
- High School Diploma or GED
- 5–7 years of customer service, inside sales, account management, aftermarket sales, or related experience
- Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, and Outlook)
- experience with Microsoft Dynamics 365 (D365)
- ability to lift and/or carry up to 25 pounds
- The use of proper PPE is required
Desired Qualifications
- manufacturing, rail, industrial equipment, or heavy-equipment environments
- Associate or bachelor's degree in business, Sales, Marketing, Operations, or a related field
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