Senior Customer Advocate handling customer inquiries and ensuring service excellence. Collaborating with teams and providing information about products and services.
About the role
- Senior Customer Advocate at Oshkosh Defense focusing on customer satisfaction and resolving issues related to parts management. Collaborating with various internal teams and leading improvement projects.
Responsibilities
- Assume ownership over parts related issues through various departments to achieve resolution and overall customer satisfaction
- Receive and process post-award discrepancies, inquiries, and analyze customer issues
- Participate in, attend, and prepare information for various meetings and informational events
- Provide parts assistance on business products while keeping pace with new products and offerings
- Actively work with internal peer and customer organizations including GPSC, Product Training, Sales, Quality, Production, Programs, Contracts, Accounts Receivable, and Engineering
- Support sales goals and monthly sales forecast generation and analysis
- Coordinate with customer and ensure optimal level of customer service across all Aftermarket channels by tracking back-order parts report
- Lead continuous improvement projects, following through to completion
- Complete leadership activities such as leading training efforts, schedule and coordinate team meetings, mentoring, assisting and directing team members in problem solving
Requirements
- Bachelor’s Degree in a related field
- 5 or more years of relevant experience in manufacturing, customer service, or supply chain
- Ability to travel up to 10% of time
Benefits
- Competitive total rewards package
- Opportunities to support team member growth and success
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