International Dealer Support Coordinator - Mexico

International Dealer Support Coordinator

The International Dealer Support Coordinator will serve as the dedicated internal point of contact for our strategic channel partner in Mexico. Based in Summerville, SC, this critical role is responsible for streamlining the internal processes of orders, providing comprehensive customer support to the dealer, and acting as a vital liaison between the dealer partner and various internal KION North America (KNA) departments. We are seeking a highly organized, customer-focused, and proactive professional fluent in both English and Spanish, who can effectively navigate internal systems and external communication, while being flexible to support the dealer across time zones.

Essential Duties and 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.

Tasks and Qualifications:

Qualifications:

• 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.
• 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).