Dealer Advisor

Primary Purpose of Position

Working in a modern office with a sit-stand desk, wireless headsets, and the latest technology, in downtown Holland, the Dealer Advisor is the primary account manager for our vast number of dealerships, providing timely and accurate responses to inquiries, concerns, and requests while fostering strong, long-lasting customer relationships. Dealer Advisors are expected to make decisions with the best interests of both the company and the dealerships in mind, maintaining a positive and solution-oriented attitude.

Essential Functions and Responsibilities

• Serves as the account manager between multiple dealerships and internal departments; proactively engaging and supporting company and dealership growth strategies, while also ensuring positive customer relationships.
• Supports key performance indicator (KPI) improvement initiatives by sharing resources and gathering dealership feedback for internal teams.
• Maintains dealership sales volumes and business trends, identifying changes to drive discussions for resolution.
• Manages onboarding activities for new dealerships, such as coordinating training aspects with additional team members, leading various training aspects, and following up with dealerships on progress.
• Executes order changes, expedite requests, and carrier updates in coordination with the Scheduling and Shipping teams.
• Troubleshoots quality issues, escalating and communicating claims to internal teams while ensuring two-way communication with dealerships.
• Led, implements and supports continuous improvement initiatives, etc., including evaluation of current tools and process.
• Lives Company values on a daily basis.

BASIC QUALIFICATIONS

• Education & Experience: At least one year of account management experience or three years of customer service experience, or equivalent.
• Knowledge/Skills/Abilities: Strong customer focus with the ability to balance company interests while finding optimal solutions for customers. Possess strong knowledge of dealership application tools to assist and train new dealerships. Advanced problem-solving and communication skills with exceptional attention to detail and a commitment to accuracy. Ability to perform under pressure in a fast-paced environment and manage multiple tasks effectively with the capability to take the initiative and work well independently with little supervision, and as part of a team. Interpersonal skills in order to work effectively with individuals both internally and externally to The Stow Company. Must have the ability to interface with all levels of personnel in an office and a manufacturing environment. Proficient in Microsoft Office applications, including Outlook, Word, Excel, and Teams, and the ability to learn new computer systems quickly.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

• Lively office in downtown Holland, with a sit-stand desk and the latest technology. Frequent computer and phone use, with dual monitors and wireless headsets. Sitting or standing at workstation approximately 90 percent of work time. Standing and walking approximately 10 percent of work time.
• Must be able to travel between plant and office locations as needed. Ability to work overtime or occasionally on weekends with short notice.
• Certain office environment with shelves overhead and above work surfaces.

Equal Opportunity Employer

The Stow Company may temporarily assign any team member with duties outside of their normal responsibilities. Such assignments may be warranted due to a variety of specific requirements, conditions and/or the capabilities of available personnel. Management will determine the nature and duration of those assignments.