Dealer Service Representative

Dealer Service Representative (Bilingual)

The Dealer Service Representative reports to the Dealer and Consumer Service Director and supports Gibson Dealers by providing helpful and accurate information, whether it be in answering questions, addressing complaints, or finding solutions. This position is on the front lines of supporting our Dealers in the US and Latin America and helps to ensure that they receive the excellent service that Gibson is known for.

GIBSON

Gibson Brands, Inc., the world’s most iconic guitar brand, has shaped the sound of generations of musicians and music lovers across genres for more than 100 years.

Orville Gibson founded the company in 1894 in Kalamazoo, Michigan. Gibson has a legacy of world-class craftsmanship, legendary music partnerships and progressive product evolution that is unrivalled among musical instrument companies. Our portfolio of brands includes Gibson as well as many of the most beloved and recognizable including, Epiphone, Kramer, KRK and Steinberger. Many Gibson instruments are highly collectible since Gibson was at the forefront of innovation for many genres of music including big band, rock-n-roll, and blues. Gibson operates via a central headquarters based in Nashville, Tennessee supporting five manufacturing facilities as well as four regionally-based support centres that enable the sales, marketing and distribution activities in each of four different worldwide regions.

OVERALL JOB PURPOSE

The Dealer Service Representative reports to the Dealer and Consumer Service Director and supports Gibson Dealers by providing helpful and accurate information, whether it be in answering questions, addressing complaints, or finding solutions. This position is on the front lines of supporting our Dealers in the US and Latin America and helps to ensure that they receive the excellent service that Gibson is known for.

ROLES & RESPONSIBILITIES

Dealer Support:

• Provide support to our Dealers via multiple communication channels, primarily phone (inbound/outbound) and email.
• Develop successful business relationship with dealer partners.
• Receive, review, and enter dealer orders quickly and accurately.
• Respond quickly to inbound communications.
• Adhere to daily outbound call schedule for Dealer account follow-up to sell additional product, discuss current promotions, address quality and return issues, and provide product information and training.
• Resolves product or service issues by clarifying the issue; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Assist Dealers with product service support which will include product troubleshooting, providing warranty replacement parts, making referrals for repairs, and arrangements for factory service, product replacement, or credit.

Reporting:

• Update daily activity data via available reporting tools
• Timely reporting of urgent issues and dealer feedback to Management team.

PERSON SPECIFICATION

Required Experience and Qualifications

• Must be fluent in Spanish
• 2+ years’ experience in a Sales support role (call center telesales, music retail, or specialty retail experience preferred)
• High School Diploma or equivalent required. College degree preferred.

Essential Skills & Knowledge

• Working knowledge of guitars and accessories, and professional & consumer audio equipment - please specify areas of expertise in your submission
• Attentive listener with a professional phone demeanor
• Experienced in data entry, Microsoft Word, Excel, and Outlook, Microsoft D365, CRM, B2B Sales Portal, VendorNet
• Exceptional written/verbal communication skills
• Outstanding organizational and follow-up skills
• Must be able to manage multiple issues simultaneously, and organize workload to meet timelines in a fast-paced environment
• Solid interpersonal skills with proven ability to develop and maintain effective relationships at all levels of the organization
• Willingness to go above and beyond to support our Fans

Personal Qualities

• Flexibility to adapt quickly to changing circumstances; able to proactively question and challenge to prioritize and identify solutions in timely manner
• Curious in nature and always looking to question, learn, and look for better ways to do things
• Personable, fun, team oriented

Travel

Periodic travel to and between the company’s manufacturing and sales locations may be required (5-10%).

Nota Bene:

The company’s job descriptions are not intended to be a complete detailed account of all expected/anticipated activities. We operate in a fast-moving and competitive global environment and therefore need employees to be flexible.