KPAW Lead

For Earth For Life

BASIC PURPOSE AND SCOPE OF POSITION 
To lead, assign and direct work of KPAW Specialists and assist Department Supervisor/Assistant Manager with department operational tasks.  KPAW Lead’s provide technical assistance to dealers and Regional Sales Teams related to parts and whole goods orders. 

PRINCIPAL ACTIVITIES:  This position does the following in accordance with all applicable Federal, State and local laws / regulations and the Company’s policies, procedures and guidelines:
•    Support and complete all duties as assigned by department supervisor and/or manager to include leading and directing work of and developing KPAW Specialists.  
•    Facilitate a culture of “dealer first” and ensure timely and complete resolution to all concerns related to parts and whole goods orders, such as:  system issues, technical inquiries, complaints, preparing drop ship and inventory transfers, order problems and status, lost shipments, and approving 30 day returns and issuing freight credit.
•    Proactively lead, or assist specialists with addressing, all open dealer service issues and ensure timely communication, follow up and resolution or escalation.
•    Communicate and support division sales team with product and parts sales and incentive programs. 
•    Support all department, division and company objectives.
•    Facilitate Supervisor with all department metrics and generate reports, as needed.
•    Ensure the team is complying with all policies and procedures.
•    Provide input to performance evaluations, training needs and coaching opportunities.  Partner with department supervisor / assistant manager and Human Resources on related issues.
•    Appropriately escalate all associate and business issues which include, but not limited to, “safety awareness” and use/condition of department resources.
•    Work closely with warehouse staff to minimize shipping and receiving errors. Monitor, track and report to management accordingly.
•    Work closely with Service Department and National Technical Support Center to confirm product application, quality, service issues, etc.
•    Other duties as assigned by management. 

EDUCATION, CERTIFICATIONS, AND TRAINING:
•    High School Diploma required; Bachelor's Degree preferred.
•    5 - 7 years of related experience in customer service, wholesale, or sales operations. 
•    Minimum 1 year experience working in a call center environment.
•    Strong customer service skills and experience; must be able to handle a high volume of telephone calls.
•    Proficiency in data entry and using Microsoft Word, Excel, SAP, SalesForce and other software programs to efficiently manage information flow and documentation.
•    Ability to lead people, assign and direct work.
•    Attention to detail and ability to handle multiple tasks.
•    Ability to research problems and bring them to resolution.
•    Sense of urgency and accountability of all open dealer concerns, prioritize accordingly and escalate as necessary.
•    Basic knowledge of agricultural, construction and turf equipment parts and engines.

PHYSICAL REQUIREMENTS:
Typical office environment. 

DISCLAIMER:
The information provided in the description has been designed to indicate the general nature and level of work performed by incumbents within the classification.  This description is not intended to be a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job/classification.  This job is intended to include the current essential functions of the job.  Management reserves the right to add or modify the duties and responsibilities and to designate other functions as essential at any time.

 Kubota is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.