Dealer Service Representative

Summary

Harley-Davidson Motor Company is a motorcycle manufacturer and brand focused on delivering motorcycle products and experiences. The Dealer Service Representative supports U.S. and Canada dealerships by handling inquiries related to ordering, invoicing, H-D systems, and Harley-Davidson University, while troubleshooting issues, coordinating resolutions, documenting problems, and meeting service metrics.

Responsibilities

• Required to develop expertise to provide information and training with various systems such as SAP ECC/CRM, AS400, RyderShare, Visteon, H-Dnet and HDU to support dealers with processing and maintaining orders, VIN transfers, Vehicle logistics, Embedded Navigation, dealer operational system, and dealership online training platform
• Access information to assist with research, or collect data needed to resolve complex dealership inquiries and issues
• Engaging professionally with diverse stakeholders through different communication channels (both written and verbal)
• Collaborate with stakeholders to address issues quickly and accurately, as well as to identify and report trends
• Continually meet or exceed minimum pre-established metrics for dealer service quality as monitored on a weekly, monthly, and yearly basis
• Demonstrate and continuously improve knowledge of all Vehicle, Parts & Accessories, Apparel & Licensing, Marketing promotions and events, and other Harley-Davidson programs, policies and procedures
• Participate in a self-directed work team and hold self and team members accountable to team determined guidelines, rules, and policies in a constructive manner
• Research, process, and train dealers with Return Merchandise Authorizations
• Process duplicate MCO requests and VIN label requests
• Support and validate urgent warranty and down traveler dealership direct ship parts requests
• Validate and submit Dealer Inspection Requests to ensure parts quality meets engineering specification and packaging requirements
• Assist with P&A fitment and feature inquiries which may include reviewing Windchill engineering prints and part specifications
• Serves as a mentor or resource to others on the team, monitor team call coverage and assists in the training of new associates
• Communicates problem resolution to dealers, team leads on a timely basis

Skills

• High School Diploma or Equivalent Required
• Typically requires a minimum of 3-5 years of related experience
• Experience in technical customer service/account management, wholesale customer relationship management, or order system management
• Demonstrated ability to effectively communicate, influence and resolve issues using various methods (telephone, email, face-to-face, etc.)
• Ability to work with team members to solve problems that may not have an established resolution method
• Applicants must be currently authorized to work in the United States
• Travel Required: 0 - 10%
• Demonstrated ability to work with minimal supervision
• Ability to find creative solutions to complex problems while operating within Company policies

Qualifications

Must Haves

• High School Diploma or Equivalent Required
• Typically requires a minimum of 3-5 years of related experience
• Experience in technical customer service/account management, wholesale customer relationship management, or order system management
• Demonstrated ability to effectively communicate, influence and resolve issues using various methods (telephone, email, face-to-face, etc.)
• Ability to work with team members to solve problems that may not have an established resolution method
• Applicants must be currently authorized to work in the United States
• Travel Required: 0 - 10%

Nice to Haves

• Demonstrated ability to work with minimal supervision
• Ability to find creative solutions to complex problems while operating within Company policies

Benefits

• The Dealer Service Representative role is currently remote.
• Annual bonus programs for all full-time salaried employees.
• Health insurance benefits for all full-time salaried employees.
• A 401k program for all full-time salaried employees.
• Onsite fitness centers for all full-time salaried employees.
• Employee stores for all full-time salaried employees.
• Employee discounts on products and accessories for all full-time salaried employees.