Sales & Customer Success Support

OVERVIEW: The Sales & Customer Success Support position is responsible for growing FANS scores and ensuring that the dealership exceeds the greatest expectations of our customers. FUNCTIONS: • Customer Expectation Assurance • Sales Staff & Sales Event Support • Service Customer Satisfaction Support • Insure that personal conduct meets or exceeds standards established by MarineMax • "Make Boating Easy" RELATIONSHIPS: • Reports directly to the General Manager/Sales Manager • Works directly with Sales Team to assist in all sales functions • Works cooperatively and supportively with the staff of all MarineMax locations PRIMARY RESPONSIBILITIES: Customer Success Assurance • Detect and Resolve Customer Expectation Issues • Promote an attitude of customer accommodation and support for all MarineMax patrons • Resolve any customer complaints to the customer's satisfaction in accordance with company policy and managerial direction Sales Support • Provide exceptional customer service and assistance for boat deliveries and demonstrations • Provide boat handling and operation assistance to MarineMax boat owners as directed • In coordination with MarineMax management execute tasks daily as requested • Pick up and return of customer watercraft as needed for customer accommodation • Help necessary to optimize the ability of the sales staff to maximize sales opportunities • Assist the Service department as needed for customer accommodation Marketing Support • Assist in maintaining a professional presentation of the products represented by MarineMax • Maintain current boat price signage in showroom • Inspect showroom inventory daily for proper presentation and cleanliness • Arrange cushions and canvas • Call for repairs as needed • Clean minor footprints and stains as observed - call for prompt detail as needed • Routinely inspect outside inventory and call out items needing detail or attention of any kind • Assist in other marketing functions as needed • Event planning & setup • Boat Shows • Transport boats to and from shows • Participate in event set up and tear down • Provide any assistance necessary or requested Personal Development • Participate in all MarineMax training. Expense Control • Document in detail the amount and purpose of all expenditures (misc. purchase orders and receipts required) • Document all fuel expenditures with receipts showing IDS unit stock numbers and description of expense type (customer delivery, demo boat, etc.) • Report damage requiring repair and routine maintenance required for all inventory and demonstration equipment promptly with a complete assessment of parts and labor needed to return equipment to service or to a sellable condition Housekeeping/Facility Maintenance • Help to insure the proper maintenance and appearance of the facility and product displays daily and report any actions required to General Manager • Take measures needed to keep the new, used and demo units clean, attractive and safe • Keep personal work area clean, neat and organized • Maintain good personal hygiene and grooming. Adhere to the MarineMax sales department dress code Availability • Be physically present and execute all duties during the hours of operation established and assigned • Tend to personal business and errands at times other than established and assigned hours of operation • If not present in store for any reason, including sales demonstrations and deliveries, inform supervisor of your location, activity and anticipated time of departure and return • Coordinate all absences with the supervisor and post a message at the sales office calendar showing departure and your expected time of return plus a phone contact Key Result Areas: • Individual effectiveness will be measured by review of the performance criteria below: • Internal/external customer satisfaction/FANS • Professional telephone and face-to-face contact with all customers and team members • Professional representation of MarineMax • Accurate and timely completion of all paperwork • Successful boat shows, Getaways! trips, and other off-site promotional events • Timely and accurate completion of all administrative tasks • MarineMax and its subsidiaries uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities