Manager, Sales Support

QUALIFICATIONS/ESSENTIAL FUNCTIONSManage a staff responsible for supporting fleet parts & service programs. Group charter centers on providing customer service support of the centralized billing operation associated with these national programs. General responsibilities include dissemination of program information and support documents, coordination of new account creation and change management, establishment of support systems and procedures associated with the supply of these services and assistance in managing dispute resolution. REQUIREMENTS: Oversee development/implementation of process/system improvements required to meet growth objectives and customer needs. This includes providing direction & review during development of functional design specifications and integration testing of systems enhancements. Work with fleet program related support groups (Fleet Parts Sales, Fleet Credit Management, and National Business Systems & Dealer Council) to establish policies (dispute bill back eligibility, claim processing time frame, non-performance account termination, etc) concerning customer support, sales account management and general program participation. Work with dealers, end customers, and internal departments to investigate and resolve issues impeding product/service delivery. This generally involves clarification of account status, helping dealers improve (or establish) invoice submission procedures (manual or electronic) or fix electronic connectivity issues, training dealer/fleet customers on program details and information sources, resolving breakdowns in fleet invoicing/statement distribution or payment processing and, seeking credit line extensions for accounts hitting their credit limit. Provide third (final) level repair dispute intervention. In rare situations disputes arise from service quality, product failure, and repair and/or product cost or warranty coverage issues and, were an agreement can not be reached following traditional channels, special consideration is required. This may mean anything from reaching consensus on placing an account on temporary hold (eliminating charge privileges), termination of an account or, issuance of policy settlement (write-down) monies to clear a charge from account. Review and direct clearance of policy charges from monthly statements to the appropriate GL account. Verify daily department activities (creation/loading of new accounts & changes, distribution of fleet and internal reports, distribution of rebate payments, resolution of disputes, ensuring systems access is available, etc) are all being monitored and getting done accurately and in a timely manner. Where necessary, make decisions as to the best allocation of resources. Validate pricing accuracy to the price level structure (Ensure price level relationships are accurately loaded and maintained as appropriate for account and account type.) Analyze business opportunities & make recommendations as to viability, resource requirements and projected profitability. Direct/support daily billing activities provided through our claims processing agent, National Business Systems. Staffing BudgetingBASIC QUALIFICATIONS: Bachelor’s degree in Business or related field of study with at least nine years sales/marketing/accounting experience in the medium & heavy duty truck industry or related field is required. At least four years supervisory and/ or project management experience required. Must have excellent written and verbal communications skills, working knowledge of DTNA’s COOP and paragon systems specific to parts pricing, order processing, inventory management and invoicing, and proficiency in Microsoft Office. Master’s degree in Business or related field and previous experience in a large truck manufacturing company is preferred Company: Daimler Trucks North America Status: Full Time, Employee Category: Sales/Retail/Business Development Location: Charlotte / US-SC-Fort Mill Reference Code: 60614-0208E Home | About Daimler Trucks North America | Media Room | Work at Daimler Trucks North America Copyright © Daimler Trucks North America LLC Privacy Statement, Legal Notices and Terms. All rights reserved. Daimler Trucks North America is a DaimlerCompany