Customer Service Representative
Thompson Tractor Company, Inc., Birmingham, AL, United States
Position Summary
The Customer Service Representative will serve as an Inside Sales Representative (ISR) and will establish relationships, maintain contact, and increase sales and sales opportunities with Compact Construction Equipment (CCE) for small to medium‑size customers and prospects in an assigned territory. This individual will be the primary contact for potential new retail customers that contact the CAT dealer by phone, electronically (website request) or in person (walk‑in). The CSR will also be responsible for growing parts and service sales via phone calls in an assigned territory. The CSR is responsible for presenting the CAT dealer’s product offering and value proposition to retail customers with the objective of gaining customer orders for equipment, work tools, and product support products. Spanish/English bilingual fluency is a plus.
Essential Responsibilities & Expectations
Maximize product support (parts & service) sales within an assigned territory
Quote/Sell Compact Construction Equipment machines and attachments for walk‑in customers
Maintain minimum call cycle of 15 product support customer calls per day
Qualify prospects and develop leads for outside sales representatives
Maintain accurate customer data records and customer equipment population
Assist in collection of past due invoices
Establish and maintain personal working relationships with customers and coworkers
Inform customers on marketing promotions for sales and product support
Organize equipment display
Collaborate with dealer marketing personnel to ensure adequate promotional signage, materials, etc. are visible, and current and in good condition
Collaborate with yard personnel to ensure display machines/work tools are positioned correctly and display area is organized and clean
Collaborate with Inventory Manager to ensure correct machines/work tools are on display—machines are clean including adequate quantities and variety of display models
Ensure all display machines/work tools are visibly priced including any promotional pricing/offers
Ensure all display signage is accurate and visible and in acceptable condition
Qualifications Education
High school diploma or the equivalent required.
Experience
Previous experience in outside sales, phone‑based sales, and a working knowledge of heavy equipment is preferred.
Documented success in previous jobs is required.
Experience using personal computers and basic typing skills are required.
Skills & Competencies
Intermediate selling skills
Relationship building skills
Problem resolution skills
Basic mechanical and parts identification skills
Written communication skills
Advanced telephone communication skills
Basic computing skills including Microsoft Office 365
Bilingual fluency – Spanish speaking/reading/writing (preferred)
Job Training
Caterpillar inside sales training
Caterpillar parts/service sales training
Caterpillar machine sales training
TTCo and Caterpillar computer programs
Safety Summary Work is normally performed in an office environment. Limited exposure to physical risk and all‑weather conditions is associated with this position.
Physical Requirements
Ability to speak, listen, write, and type effectively.
Ability to safely reach, kneel, grasp, and stoop as needed.
Ability to safely lift up to 50 lbs.
Job Hazards
Tripping, falling, slipping
Repetitive hand motion (computer work)
Back and neck strain
Stress
Potential harm from operating office equipment
Equal Opportunity Employer Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Essential Responsibilities & Expectations
Maximize product support (parts & service) sales within an assigned territory
Quote/Sell Compact Construction Equipment machines and attachments for walk‑in customers
Maintain minimum call cycle of 15 product support customer calls per day
Qualify prospects and develop leads for outside sales representatives
Maintain accurate customer data records and customer equipment population
Assist in collection of past due invoices
Establish and maintain personal working relationships with customers and coworkers
Inform customers on marketing promotions for sales and product support
Organize equipment display
Collaborate with dealer marketing personnel to ensure adequate promotional signage, materials, etc. are visible, and current and in good condition
Collaborate with yard personnel to ensure display machines/work tools are positioned correctly and display area is organized and clean
Collaborate with Inventory Manager to ensure correct machines/work tools are on display—machines are clean including adequate quantities and variety of display models
Ensure all display machines/work tools are visibly priced including any promotional pricing/offers
Ensure all display signage is accurate and visible and in acceptable condition
Qualifications Education
High school diploma or the equivalent required.
Experience
Previous experience in outside sales, phone‑based sales, and a working knowledge of heavy equipment is preferred.
Documented success in previous jobs is required.
Experience using personal computers and basic typing skills are required.
Skills & Competencies
Intermediate selling skills
Relationship building skills
Problem resolution skills
Basic mechanical and parts identification skills
Written communication skills
Advanced telephone communication skills
Basic computing skills including Microsoft Office 365
Bilingual fluency – Spanish speaking/reading/writing (preferred)
Job Training
Caterpillar inside sales training
Caterpillar parts/service sales training
Caterpillar machine sales training
TTCo and Caterpillar computer programs
Safety Summary Work is normally performed in an office environment. Limited exposure to physical risk and all‑weather conditions is associated with this position.
Physical Requirements
Ability to speak, listen, write, and type effectively.
Ability to safely reach, kneel, grasp, and stoop as needed.
Ability to safely lift up to 50 lbs.
Job Hazards
Tripping, falling, slipping
Repetitive hand motion (computer work)
Back and neck strain
Stress
Potential harm from operating office equipment
Equal Opportunity Employer Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr