Dealer Service Representative

Auto req ID: 59800
Title: Dealer Service Representative
Job Function: Call Center
Location: JUNEAU
Workplace Category: Onsite
Company: Harley-Davidson Motor Company
Full or Part-Time: Full Time
Shift: SHIFT1

In 1903, out of a small shed in Milwaukee, Wisconsin, four young men lit a cultural wildfire that would grow and spread across geographies and generations. Their innovation and imagination for what was possible on two wheels sparked a transportation revolution that would make Harley-Davidson the most recognizable motorcycle brand in the world. Today, we continue to define motorcycle culture, evoking soul-stirring emotion reflected in every product and experience we deliver - like we have for well over a century and will for generations to come. Are you ready to ride with us?

Harley-Davidson Motor Company, founded in a humble Milwaukee backyard shed in 1903, still calls the city home. Today, its Corporate Campus includes a 4.8-acre public park—a welcoming greenspace open to all. Join our team as a Dealer Service Representative.

Job Summary

The Dealer Service Representative works as an integral part to field primarily U.S. and Canada dealership correspondence and calls within the Customer and Dealer Support Center, along with some additional international stakeholders. The core responsibility of this role is providing dealers in the US and Canada support with any inquiries related to ordering, invoicing, H-D systems concerns, and Harley-Davidson University. This position will require decision making without established resolution methods and working through multiple areas within Harley-Davidson to assure resolution of routine and non-routine issues and inquiries are completed. This position is responsible for troubleshooting and providing clear and complete documentation of dealership problems and requests, as well as meeting pre-established metrics.

The Dealer Service Representative role is currently remote; however, the ideal candidate will be local to the Milwaukee area in the event that the on-site schedule varies based on the needs of the role and/or department.

Job Responsibilities

• Required to develop expertise to provide information and training with various systems such as SAP ECC/CRM, AS400, RyderShare, Visteon, H-Dnet and HDU to support dealers with processing and maintaining orders, VIN transfers, Vehicle logistics, Embedded Navigation, dealer operational system, and dealership online training platform
• Access information to assist with research, or collect data needed to resolve complex dealership inquiries and issues
• Engaging professionally with diverse stakeholders through different communication channels (both written and verbal)
• Collaborate with stakeholders to address issues quickly and accurately, as well as to identify and report trends
• Continually meet or exceed minimum pre-established metrics for dealer service quality as monitored on a weekly, monthly, and yearly basis
• Demonstrate and continuously improve knowledge of all Vehicle, Parts & Accessories, Apparel & Licensing, Marketing promotions and events, and other Harley-Davidson programs, policies and procedures
• Participate in a self-directed work team and hold self and team members accountable to team determined guidelines, rules, and policies in a constructive manner
• Research, process, and train dealers with Return Merchandise Authorizations
• Process duplicate MCO requests and VIN label requests
• Support and validate urgent warranty and down traveler dealership direct ship parts requests
• Validate and submit Dealer Inspection Requests to ensure parts quality meets engineering specification and packaging requirements
• Assist with P&A fitment and feature inquiries which may include reviewing Windchill engineering prints and part specifications
• Serves as a mentor or resource to others on the team, monitor team call coverage and assists in the training of new associates
• Communicates problem resolution to dealers, team leads on a timely basis

Education Requirements

High School Diploma or Equivalent Required

Education Specifications

N/A

Experience Requirements

Required

• Typically requires a minimum of 3-5 years of related experience.
• Experience in technical customer service/account management, wholesale customer relationship management, or order system management
• Demonstrated ability to effectively communicate, influence and resolve issues using various methods (telephone, email, face-to-face, etc.).
• Ability to work with team members to solve problems that may not have an established resolution method.

Preferred

• Demonstrated ability to work with minimal supervision
• Ability to find creative solutions to complex problems while operating within Company policies

The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.

We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.

Applicants must be currently authorized to work in the United States.

Direct Reports: No
Travel Required: 0 - 10%
Pay Range: $42,800 - $64,700
Visa Sponsorship: This position is not eligible for visa sponsorship or visa transfer
Relocation: This position is not eligible for relocation assistance