Department: Toyota Material Handling Sales & Service
Job Type: Non-Exempt
Reports To: Branch Manager and/or Service Manager
Supervision: None

Position Summary

The Customer Service Representative (CSR) serves as the primary point of contact for Toyota Material Handling customers, supporting parts, service, rental, and equipment sales activities. This role is responsible for building strong customer relationships, identifying customer needs, coordinating solutions across departments, and promoting the dealership's commitment to exceptional service. The CSR helps drive customer retention, aftermarket growth, and overall customer satisfaction while supporting the dealership's core value of creating "Customers for Life." 

Essential Duties and Responsibilities

• Serve as the primary contact for assigned customer accounts and maintain strong professional relationships.
• Promote the dealership's parts, service, rental, and equipment support capabilities.
• Develop and maintain customer profiles and records within the dealership's CRM and business systems.
• Conduct regular customer outreach through calls, emails, and site visits to strengthen relationships and identify opportunities.
• Generate service, parts, rental, and equipment sales leads and communicate them to the appropriate department.
• Follow up on equipment deliveries, major repairs, rentals, and customer purchases to ensure satisfaction.
• Collaborate with Parts, Service, Sales, Warranty, and Administration departments to resolve customer concerns and improve response times.
• Track all customer interactions, opportunities, complaints, and resolutions using dealership business systems.
• Identify opportunities to increase aftermarket sales, service agreements, maintenance programs, and rental utilization.
• Assist in coordinating customer meetings, demonstrations, and special events.
• Monitor customer feedback and communicate trends, concerns, and opportunities to management.
• Ensure timely and professional resolution of customer requests and issues.
• Maintain knowledge of Toyota Material Handling products, service offerings, rental fleet, and dealership programs.
• Follow all company policies, procedures, and safety requirements.
• Perform other duties as assigned.

Required Skills and Abilities

• Exceptional customer service and relationship-building skills.
• Strong verbal and written communication abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and follow-up skills.
• Proficiency with Microsoft Office Suite and CRM software.
• Ability to identify customer needs and recommend appropriate solutions.
• Professional demeanor with strong problem-solving abilities.
• Ability to work effectively both independently and as part of a team.

Education and Experience

• High School Diploma or equivalent required.
• Associate degree in Business, Marketing, Customer Service, or a related field preferred.
• Two or more years of customer service, account management, inside sales, service advising, or dealership experience preferred.
• Experience in material handling, construction equipment, agricultural equipment, industrial equipment, automotive, or related industries preferred.
• Familiarity with Toyota Material Handling products and services is a plus. 

Core Competencies

• Customer Focus
• Communication
• Relationship Management
• Initiative
• Teamwork
• Accountability
• Problem Solving
• Time Management
• Attention to Detail

Physical Requirements

• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Ability to occasionally lift up to 25 pounds.
• Ability to travel locally for customer visits and dealership events when necessary.

Work Environment

This position primarily operates in the field and requires visits to customer facilities, warehouse operations, service shops, and equipment yards. The employee may be exposed to noise, moving equipment, and varying weather conditions during customer or facility visits.

Disclaimer

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of responsibilities, duties, or qualifications. Management reserves the right to modify, assign, or remove duties as business needs change.