PURPOSE
The Customer Service Coordinator serves as the liaison between SEMA Data’s reseller members and internal data, software, and sales teams. The role is also responsible for drafting and conducting system training for resellers to better utilize the data tools available to them through SEMA Data. The Coordinator creates and maintains members’ records. The Coordinator will also conduct surveys and outreach to increase reseller participation in the SEMA Data program. This position is a forward-facing role that regularly interacts with customers.
RESPONSIBILITIES AND AUTHORITY
- Responsible for the creation and maintenance of customer profiles within SEMA and SEMA Data business systems to be up to date
- Maintain current knowledge of SEMA Data systems and program benefits for customers
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Respond promptly to customer inquiries
- Ensure communication flow between SEMA Data and customers are clearly documented
- Lead regular customer training seminars and be front-line customer support
- Document and conduct new customer onboarding
- Conduct surveys and outreach to ensure high level of reseller participation
- Supports SEMA Data’s sales and data teams as needed
- Other duties may be assigned based on department and company needs
RELATIONSHIPS
- Reports to SEMA Data VP of Operations with supervision by Product Catalog Manager
- Interacts with SEMA staff in all departments
- Interacts with SEMA Data dev team as required
- Interacts with both manufacturer and reseller customers
PRIMARY SKILLS & REQUIREMENTS
- Proven customer support experience required
- Strong phone contact handling skills and active listening
- Strong written and verbal communication skills is required.
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Calm demeanor and ability to maintain a positive attitude
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Ability to work as part of a team and under own initiative
- Willingness to learn new software programs
- Intermediate knowledge of Microsoft Office, including Word and Excel.
- Familiarity with automotive aftermarket industry data standards, PIES and ACES, is a plus
- Familiarity with using HubSpot is a plus
This job description is not intended to be and should not be construed as an all-inclusive list of all responsibilities, skills, relationships or working conditions associated with the position. While it is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties and to assign other duties as necessary.