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
