Commercial Customer Service Support

Company Summary:   

As a rapidly growing global manufacturer of residential and commercial products, Greenworks is leading the charge toward a more powerful and sustainable future. With over 20 years of research and development, including over 1000 patents in outdoor power equipment, power tools, and lifestyle products, we’re pushing the limits of what battery technology can do to improve the quality of work and life. 

Position Summary:

The Commercial Customer Service Support role at Greenworks Commercial provides exceptional support to our commercial customers, including end users, dealers, distributors, and the sales team.  The primary responsibility is to deliver timely and accurate responses to elevated service-related inquiries and issues. Customer concerns are varied, complex, and non-routine, encompassing tasks such as part number identification, sales order entry, order expediting and resolving "unit down" backorder situations. This role also addresses concerns from all internal and external customer groups regarding pricing, backorders, order expectations, and dealer/distributor performance. 

Key Responsibilities:

• Develop and maintain positive relationships with assigned customers by accepting and resolving accelerated front-line issues within established timeframes, liaising between customers and other business areas to resolve issues and maintaining regular phone and email contact with assigned customers.  

• Diagnosing errors or technical problems and determining proper solutions.

• Proven experience with troubleshooting equipment and systems identifying issues to determine the root cause.

• Respond promptly and courteously to telephone inquiries and answer questions regarding pricing, customer setups, and delivery. Coordinate with warehouse teams for outbound shipment needs.

• SAP S/4HANA - Sales Order Management, Pricing and Conditions, Availability Check and ATP (Available to Promise), Delivery and Shipment.

• Communicate frequently with customers, dealers, and field reps on various contractual issues and questions. Refer unresolvable issues to the team leader.  Build long-term relationships with key customers, dealers, and field personnel.    

• Optimize the use of Salesforce, drive compliance, and maximize team performance.

• Analyze data and use business insights to identify, develop, and optimize lead generation for Territory Managers to secure end-user landscape demos promptly.    

• Work internally with other business functions (After Sales and Service, Purchasing, Product Management, Marketing, Finance) and as an advocate for customers in researching and resolving complex issues.