Dealer Relations and Insight Analyst
Brunswick
**_Are you ready for what’s next?_**
_Come explore opportunities within Brunswick, a global marine leader (https://youtube.com/watch?v=ksuQ6B2j\_mA) committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond. Brunswick believes “Next Never Rests™,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation._
Job Description:
Cultivate and maintain good lines of communication between Mercury and dealer service teams. Measure and improve customer CSI tracking using internal, commercial, and programming tools to extract meaning from data; design analytic tables, reports, and dashboards; and develop qualitative and quantitative methods for characterizing data. This individual will also maintain a connection with Mercury’s dealer network to support dealer development.
**GENERAL RESPONSABILITES :**
**Primary Duties and Responsibilities:**
+ Assistant to the Director of US and Canada Mercury Service Operations | Customer Care
+ Support field staff.
+ Inventory and order processing
+ Fleet management
+ Build and maintain SalesForce and Power BI reports to support the business.
+ Update territory maps
+ Maintain New and Upgraded Dealer Tool Lists
+ Manage the Dealer Service Level Scorecard (DSLS), including monthly reports, upgrades, downgrades (April/October), and variance request processing.
+ Manage Customer Service Index (CSI) program and reports.
+ Maintain Service ISO Documentation
+ Obtain quotes and write Oracle requisitions for purchases.
+ Support key dealers in making specific training standards are being followed.
+ Communicate with internal teams to improve customer service.
+ Handle escalated consumer inquiries, including follow-up and all communications.
+ Perform other associated and adjacent duties as assigned.
+ Develop and Perform CSI / NPS training.
+ Provide product managers with monthly CSI reports relating to their products (voice of the consumer)
+ After-hour involvement may be required periodically
+ Minimal travel may be required.
**Knowledge, Skill, and Ability Requirements:**
+ Ability to independently make decisions and solve problems.
+ Detail-oriented, resourceful, and able to manage shifting priorities.
+ Verbal and written skills necessary to communicate effectively with all levels of the organization.
+ Positive attitude and upbeat demeanor
+ Self-motivated with a strong customer focus
+ Ability to understand and adapt quickly to new technologies and systems.
+ Ability to remain calm and positive in stressful situations.
+ Working knowledge of Salesforce or other CRM software
+ Proficient in M.S. Office (Word, Excel, PowerPoint, PowerBI)
+ Desire to rapidly learn customer service policies and become well-trained in product knowledge that can be critical for offering quick and accurate customer assistance.
**Education Requirements:**
+ **Minimum requirements:** 5+ years of experience in a sales or customer service role
+ **Desired requirements:** bachelor’s degree in business, marketing, management, or related field
_Next is Now!_
_We value growth and development, recognizing that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and inspiration. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process._
Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled
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Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: hrsharedservices@brunswick.com or 866-278-6942.
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\#Brunswick Corporation - Mercury Marine
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