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KION Group · 3 months ago

International Dealer Support Coordinator - Mexico

Summerville, SC, United States

Full-time

Onsite

Mid Level

3+ years exp

KION Group is a leading organization in the material handling industry, and they are seeking an International Dealer Support Coordinator for their strategic channel partner in Mexico. This role is responsible for managing order processes, providing customer support, and serving as a liaison between the dealer and KION's internal departments, requiring strong organizational and communication skills.

Industrial Engineering

Responsibilities

Manage and facilitate the internal lifecycle of orders originating from the Mexican channel partner, ensuring accuracy, efficiency, and timely progression through KNA's systems, from initial inquiry to delivery

Provide direct, expert assistance to the dealer with truck configurations within KNA's quoting systems, ensuring correct product specifications, pricing, and system compliance

Serve as a primary internal resource for the dealer regarding inquiries about KNA's products, systems, and internal procedures, leveraging strong product knowledge and system proficiency

Act as the dedicated liaison between the Mexican channel partner and various internal KNA teams (e.g., Sales, Product Management, Logistics, Aftermarket, Finance, IT) to expedite information gathering, resolve issues, and ensure efficient, accurate communication

Proactively address dealer inquiries, problems, and support needs, mobilizing internal resources as required to provide timely and comprehensive solutions and ensure high partner satisfaction

Cultivate strong, productive working relationships with the Mexican channel partner and key internal stakeholders to foster collaboration and enhance overall partnership value

Maintain consistent and effective communication with the dealer, adapting to their convenient working hours, which may necessitate support beyond standard Eastern time business hours

Assist with documenting common issues, solutions, and internal processes to improve efficiency, inform training materials, and provide insights into partner needs

Research and obtain market intelligence to ensure go to market strategy is aligned with market competitiveness

Qualification

Bilingual ProficiencyTechnical AptitudeCustomer FocusProduct Knowledge AptitudeOrganizational AcumenCommunication SkillsAdaptability & FlexibilityMicrosoft OfficeEducation in BusinessProblem-Solving

Required

Bilingual Proficiency: Fluent in both English and Spanish (written and verbal) is a mandatory requirement

Customer Focus: Proven experience (3+ years) in a customer service, sales support, channel support, or internal account management role, with a demonstrated commitment to partner satisfaction

Organizational Acumen: Excellent organizational skills, meticulous attention to detail, and the ability to manage multiple tasks and priorities effectively in a dynamic, fast-paced environment

Communication Skills: Exceptional interpersonal and communication skills, capable of clearly conveying complex technical and process-related information to diverse internal and external audiences

Technical Aptitude: Strong ability to quickly learn and become proficient in company-specific quoting systems, CRM (e.g., Salesforce.com), and other internal business software

Product Knowledge Aptitude: Demonstrated capacity to develop a strong understanding of KNA products, their technical specifications, and configuration options to effectively support the dealer

Adaptability & Flexibility: Willingness and ability to adjust work schedule to effectively accommodate the needs of a partner operating in a different time zone

Problem-Solving: Strong analytical and problem-solving abilities to identify root causes of issues and efficiently mobilize appropriate resources for resolution

Preferred

Education: Bachelor's Degree in Business Administration, Marketing, International Business, or a related field preferred, or equivalent relevant professional experience

Proficiency: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM systems (e.g., Salesforce.com)