Position Summary The ISR provides customer service excellence to authorized distributors, OEMs, end users, along with supporting Dodge field sales engineers to support sales growth of mechanical power transmission products. The position provides a critical role in ensuring that Dodge is the leader in North America industrial automation. Job Duties Facilitate the entire order process for distributors, OEMs, and sales engineers including quoting, order entry. Act as liaison between customers and field sales with manufacturing, engineering, product management, warehousing. Expedite shipment of orders by communicating with multiple Dodge manufacturing facilities and multiple freight carriers. Ability to troubleshoot and be responsive to customer issues. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Manage large number of incoming calls. Answer technical questions utilizing available resources including systems, Subject Matter Experts, and catalogs to quickly answer customers questions. Complete ongoing training on systems, products, and processes to ensure technical knowledge is sufficient to perform job. Ensure continuous, uninterrupted customer support by filling in for teammates’ customers when they are away (absent, in meetings, or in training) Identify productivity improvement areas and work with management staff to clear bottlenecks. Provide as-needed support of management issues as they arise. Proactively communicate to teammates and management team any business or HR issues that will require being off the phones or away from work area during the workday. Regular attendance and punctuality. On request, presence in the office. Available to customer during work schedule. Adhere to facility and department rules and procedures. Maintain well-organized digital records to ensure quick retrieval of information. Support department initiatives around Lean work process and environmental sustainability. Demonstrate teamwork by proactively aiding peers when needed. .
Job Title: Account Manager Job Summary: Business Manager responsible for sales growth within an assigned territory (geographic, account specific, or a combination). Facilitates as a direct interface to customers, channels, and internal organization. Defines primary market access for Dodge products. Areas of Responsibility: Standards and Governance - Responsible for sale of products in a manner consistent with the Company’s values, goals, and strategic concepts. Strategy - Directs the following resources to leverage sales growth: Dodge Product Marketing, Industry Solutions, Channel Sales, Inside Sales, Engineering, Plants. Territory Support - Collaborates with Regional Sales Manager and other Account Managers to engage in learning and support of territory management. Sales Support - Collaborates with Regional Sales Manager and other Account Managers to lead initiatives that drive sales growth. Reporting - Timely reporting of sales reports and expense reports. Utilization of Salesforce.com, PowerBI, and other sales tools to help drive sales growth within the territory. Knowledge, Skills, Experience: 5-10 years of experience in power transmission industry 2-7 years knowledge of Dodge products Outstanding communication skills (interpersonal, verbal, and written) Organization skills Able to work independently with minimal supervision Bachelor’s Degree, preferably technical in nature or equivalent/relevant job experience Physical Demands: Walk distances within customer sites that may have adverse conditions such as extreme heat, humidity, dust, underground, heights Must be comfortable being in confined spaces Must be able to drive extended periods of time each day Must be willing to travel internationally and domestically (roughly 50-60%) Able to lift and pull up to 50 lbs Reach, climb, crawl - must be comfortable climbing on tall structures, including walking on catwalks Speak and present in person and virtually to individuals and small groups Essential Job Functions: Grow the Dodge business year over year via volume growth and capturing new business opportunities Visit distributor branches and customer sites on a regular cadence Develop relationships and network within distributor channels and at end user customer sites within a defined sales geography/territory Collaborate, strategize, and formulate a yearly business plan with existing and new key customer contacts Conduct plant surveys at customer facilities to determine current installed product and evaluate the potential for an alternate replacement with Dodge product via interchange/conversion
