Job Description

Duration: 6 months with strong potential to extend

Location: Onsite in Plymouth, MN

The Polaris Vendor Operations Associate (VOA) supports internal business units and their mission to provide world class customer service to Polaris owners and represent the voice of the customer within the organization and throughout Polaris’ dealer partner network. As a VOA, you will be a member of a cross-functional team environment supporting owners, supporting other team members, and working with our first level (outsourced) customer service team.  The VOA will help manage daily interactions with our call center team, other consumer teams and/or product groups. Additionally, the VOA will assist with contact and communications related to repurchasing cases throughout completion. This entails engaging directly with consumers and our vendor for all needs associated with repurchased vehicles.  Upon resolution of cases the VOA will be responsible for assisting with transportation and logistics of returned vehicles. 

ESSENTIAL DUTIES & RESPONSIBILITIES:

·       Support management of call center vendor by responding to issues and concerns, providing timely feedback, and training updates to the vendor’s management team.

·       Support repurchase cases regarding requests or providing responses with inbound/outbound calls and/or vendor requests by providing notifications, completing forms or collection of documents etc. (Respond to Customers, dealerships, service team members, vendor, etc.)

·       Responsible for issuing of payments and credits, along with chargebacks to customers and dealers as necessary to complete repurchases.

·       Assist with organizing and coordinating shipment and transport of repurchased units to dealers, internal Polaris facilities, and auction.    

·       Empowered to deliver solutions that provide a positive case resolution.

·       Tactical problem solver that provides research and assistance to solve issues between Polaris Dealers, Technical Service Representatives, Consumers and internal business units. 

·       See beyond the immediate issue at hand and identify opportunities to delight consumers, dealers, and internal partners with proactive solutions.

·       Accountable for follow-up with consumers, vendors, and internal partners to assure problems/issues receive a timely response or resolution.

·       Establish and maintain positive consumer, and partner relationships, internally and externally.

·       Support maintaining and updating content related to processes, trainings, forms, and documents as needed.

·       Supports VOS, service team members, and vendor personnel with tools, process and information to drive consumer satisfaction and resolve owner concerns.

SKILLS, KNOWLEDGE & EDUCATION:

·       Strong desire to deliver industry-leading consumer service and build strong consumer relationships

·       Ability to maintain a positive attitude and treat each contact with professionalism and respect

·       Align with Polaris Core Values

·       Strong prioritization skills and attention to detail

·       Excellent problem solving and conflict resolution skills

·       Ability to work well under pressure and manage stressful interactions

·       Self-Motivated, asks questions, easily process information, and translate that to action

·       Exceptional verbal and written skills, ability to connect with audience and articulate thoughts, while building swift trust with consumers

·       Basic knowledge of computer software and applications

·       Ability learn quickly and have basic technical aptitude

·       Ability to execute in cross functional role and interact with multiple business units to provide world class consumer service

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Company Description

Our promise is simple. DAHL has proven year after year that we are flexible, consistent and easy to work with, which is why our clients and consultants have stayed with us, and we've continued to grow throughout the years. Our clients know they can depend on our efforts, as we hold their priorities in high regard. We genuinely care about each and every relationship and promise to work with the utmost of respect, integrity and high energy, as we continually strive to build long-term relationships.