Customer Care Associate
The Mission of This Role
Be the dealer's trusted point of contact — deliver accurate orders, fast answers, and proactive communication so dealers across North America experience Southland as the easiest manufacturer they work with.
What Winning Looks Like
We don't do vague job descriptions. Here's the actual scoreboard you'll be measured on — the same one we'll review together every quarter:
Dealer relationships: inquiries answered within service levels, issues resolved on time, escalations kept rare.
Order accuracy: 98%+ accuracy, minimal corrections or rework.
Speed: 95%+ of orders processed within established turnaround times.
Team play: internal departments give you positive feedback, and you pick up slack during peak season without being asked.
If seeing your targets in a job posting excites you rather than scares you, keep reading.
What You'll Actually Do
Enter, update, and manage dealer orders from receipt through completion in our ERP system.
Respond to dealer calls and emails — pricing, options, order status, programs — with answers, not runarounds.
Own dealer issues start to finish: research, resolve, follow up, close the loop.
Build real product knowledge — trailers, options, pricing, dealer programs — so dealers trust your answers.
Work shoulder-to-shoulder with production, sales, and shipping to keep the customer experience seamless.
This Role Is For You If…
You take ownership. When something lands on your desk, it's handled — no one has to chase you.
You're organized under pressure. Multiple priorities, ringing phones, tight deadlines — you keep the details straight.
You stay calm when a dealer is frustrated, and you focus on the fix, not the friction.
You like a fast-paced environment where priorities shift and you adjust without drama.
You want your work measured, because you know you'll clear the bar.
This Role Is NOT For You If…
You need someone to hand you a task list every morning.
"Close enough" is good enough — order accuracy is the job, not a nice-to-have.
You'd rather explain why something can't be done than figure out how it can.
Difficult conversations rattle you for the rest of the day.