Critical Care Representative

Who We Are:

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.

Why We are Different:

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members' unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get:

1. A unique, inclusive and supportive company culture.
2. Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
3. Fair and competitive compensation.
4. Career development and mentoring and opportunities to grow.
5. Holiday, personal and vacation days.

Summary/Objective:

Support Customer Service by ensuring customer service turn times regarding responses are ever increasing. Must maintain standards of excellent customer service, recognizing quality of work and responses from the team are a reflection of a value add for Lippert Components as a brand. This role is highly report-driven. Data analysis and sense of urgency is required. Responsibilities include running daily past due reports and providing proactive follow up on any ETA's and communicating with critical key accounts. Product knowledge and ability to be a point of escalation for high stakes issues is required. Building relationships will be key to this role. Initially, the role supports the OEM segment, but key Aftermarket Growth target accounts may be added to this position.

Duties and Responsibilities:

1. Run daily reports of open orders to proactively attack and gather ETA's for past due items. Run daily shipped reports to communicate all items that have moved prior so the customer is aware and can update records.
2. Knowledge of the account - in depth - can include knowing their products, researching past production sales as well as service sales.
3. Visiting local OEM's for customer visits or to support the OEM Relations team is a possibility.
4. This role can encompass all product lines, including interiors.
5. This role helps support the OEM teams and will help perform all activities related to OEM Service as needed, ensuring all Cases received are responded to in 2 hours or less, providing guidance and solutions to complex problems at the customer level. Building relationships with OEM partners via e-mail contact, phone contact, or face-to-face is vital.
6. Functions of the role include training new team members, demonstrating the importance of team play and core values through onboarding processes.
7. Must have strong systems knowledge as order entry for this segment takes many forms, including manual, EDI, Magento web-based sales, as well as the ability to understand promotional deals and how to incorporate them into the order entry process. Systems usage is heavy and problem-solving skills must be strong.
8. Must be willing to learn parts and be willing to grow the product knowledge base
9. Participate in cross-functional meetings with co-workers to foster a healthy and professional work environment and to execute new processes to add to efficiencies.
10. Continuously model LCI core values in every transaction
11. Must have strong systems knowledge to determine effectivity and flow from various system tools throughout the core team
12. Must be able to handle conflict and work with other departments and directly with the sales team effectively.

Working Conditions:

1. Primarily working indoors, office environment.
2. May sit for several hours at a time.
3. Prolonged exposure to computer screens.
4. Repetitive use of hands to operate computers, printers, and copiers.

Qualifications:

1. Minimum of high school diploma
2. Strong systems understanding is needed
3. Strong interpersonal skills necessary

Competencies:

1. Communication Proficiency
2. Excel Skills - intermediate preferred
3. Organizational Skills
4. Initiative
5. Ability to Train Others
6. Process Improvement
7. Decision Making
8. Time Management
9. Friendly/Understanding

Supervisory Responsibility:

This role does not have any supervisory responsibility upon hiring.

Physical Demands:
While performing the duties of this job, the team member is regularly required to talk and hear. This position requires sitting, data entry, and a telephone headset. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work:

This is a full-time hourly position and the expected work hours are 40 hours per week, Monday through Friday; weekend and late evening work may be necessary.

Travel:

Travel will be minimal to moderate and would be primarily local during the business day.

Preferred Education and Experience:

1. 2-5 Years Management Experience preferred
2. Intermediate to Advanced Excel is preferred
3. Continuous Improvement experience is a plus

Work Authorization/Security Clearance:

Must be legally authorized to work in the United States.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law. This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters. All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert's strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

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