RealTruck, Inc.

• Own technical support and operational readiness for the contact center technology stack, including Amazon Connect, Kustomer, and any related AWS services, integrations, or tooling used by the contact center • Serve as the primary technical owner for contact center platform reliability, supportability, observability, and incident response • Configure, maintain, and troubleshoot Amazon Connect components, including contact flows, routing profiles, queues, hours of operation, prompts, numbers, agent experience, and related platform settings • Configure, maintain, and troubleshoot Kustomer, including users, teams, queues, routing rules, workflows, business rules, integrations, reporting, and the agent experience • Partner with Customer Service and eCommerce leadership to support business requirements for call routing, IVR behavior, agent workflows, reporting needs, and operational changes • Support integrations across the contact center stack, including Amazon Connect, Kustomer, order management, customer data, analytics, workforce management, identity, telephony, and reporting platforms • Establish and maintain platform monitoring, alerting, dashboards, logs, runbooks, escalation procedures, and operational documentation • Own production support processes, including issue triage, root cause analysis, post-incident reviews, change control, and release coordination • Partner with Security and Infrastructure teams to ensure appropriate access controls, IAM policies, encryption, audit logging, compliance posture, and data handling practices • Work with AWS, implementation partners, and internal teams to resolve platform issues and manage vendor escalations • Support disaster recovery, business continuity, failover planning, and platform resiliency testing for contact center operations • Drive automation and infrastructure-as-code practices where appropriate for repeatable configuration, deployment, and environment management • Translate technical platform limitations, risks, and support needs into clear communication for business and technology stakeholders • Stay current with Amazon Connect, Kustomer, AWS contact center services, AI/automation capabilities, and cloud contact center best practices.

• Own technical support and operational readiness for the contact center technology stack, including Amazon Connect, Kustomer, and any related AWS services, integrations, or tooling used by the contact center. • Serve as the primary technical owner for contact center platform reliability, supportability, observability, and incident response. • Configure, maintain, and troubleshoot Amazon Connect components, including contact flows, routing profiles, queues, hours of operation, prompts, numbers, agent experience, and related platform settings. • Configure, maintain, and troubleshoot Kustomer, including users, teams, queues, routing rules, workflows, business rules, integrations, reporting, and the agent experience. • Partner with Customer Service and eCommerce leadership to support business requirements for call routing, IVR behavior, agent workflows, reporting needs, and operational changes. • Support integrations across the contact center stack, including Amazon Connect, Kustomer, order management, customer data, analytics, workforce management, identity, telephony, and reporting platforms. • Establish and maintain platform monitoring, alerting, dashboards, logs, runbooks, escalation procedures, and operational documentation. • Own production support processes, including issue triage, root cause analysis, post-incident reviews, change control, and release coordination. • Partner with Security and Infrastructure teams to ensure appropriate access controls, IAM policies, encryption, audit logging, compliance posture, and data handling practices. • Work with AWS, implementation partners, and internal teams to resolve platform issues and manage vendor escalations. • Support disaster recovery, business continuity, failover planning, and platform resiliency testing for contact center operations. • Drive automation and infrastructure-as-code practices where appropriate for repeatable configuration, deployment, and environment management. • Translate technical platform limitations, risks, and support needs into clear communication for business and technology stakeholders. • Stay current with Amazon Connect, Kustomer, AWS contact center services, AI/automation capabilities, and cloud contact center best practices.

• Lead the continuous improvement team and prioritize Safety, Quality, Delivery, Cost, and People losses • Manage location-based CI leaders across all RealTruck locations • Develop realistic/aggressive timetables and expectations for project completion • Conduct regular project reviews and provide technical advice • Act as a change leader in the business • Design and build senior level lean training • Conduct Lean training for employees at all levels • Prepare and present C-Suite and board level reporting metrics and project status updates

• traveling within the assigned territory visiting Dealers & Chrome Shops • attending trade shows • executing business plan and sales strategy that ensures attainment of corporate sales goals and profitability • attending weekly Sales and various Meetings via phone/virtual means • logging all Dealer calls in company CRM system within deadlines • completing all expense reports each month in a timely manner • maintaining dealer contact info in company CRM system for use in direct mailing • maintaining planned activities on shared calendar 30 days in advance • traveling regularly via automobile and airplane to visit Dealers, Chrome Shops, Trade Shows, and assigned events (some weekends required) • achieving targeted goals for assigned sales channels and monthly Dealer visit quotas • attending to customer expectations to maintain their satisfaction • maintaining/presenting customer programs, policies, and promotional activities • properly training Accounts on all products offered

• Achieve growth and hit sales targets by managing recruitment selection process • Supervise a team of employees and provide input on hiring and disciplinary actions • Review KPI and SLA reports to assess strengths and weaknesses of the sales team • Manage sales team by providing counseling, coaching, and recommending process improvements • Direct and coordinate performing sales activities as dictated by workload • Ensure performance and quality assurance standards are met through monitoring sales calls and chats • Provide technical guidance and expertise on questions concerning product fitment and pricing • Coordinate training activities for sales team

• Achieve growth and hit sales targets by managing recruitment selection process, objective setting, coaching, and performance monitoring of sales consultants • Man age and supervise a team of employees • Review KPI and SLA reports to assess the strengths and weaknesses of the sales team • Manage the sales team by providing counseling, coaching, and recommending process improvements • Direct, coordinate, and participate in performing sales activities as dictated by workload • Set the tone and energy of the sales team utilizing proper motivation techniques • Ensure performance and quality assurance standards are met through monitoring of sales calls and chats, coaching sessions, and regular meetings • Provide sales consultants with approvals on pricing, returns, and fees • Provide technical guidance and expertise on questions concerning product fitment, part identification, retailer installation assistance, and pricing • Coordinate training activities for sales team

• Develop, implement, and refine pricing strategies that maximize margin, volume, and long-term revenue objectives. • Conduct in depth price elasticity, margin sensitivity, and profitability analyses. • Build dynamic pricing models using historical data, market conditions, and demand forecasting. • Evaluate promotional pricing, discount structures, rebate programs, and customer level profitability. • Conduct scenario modeling to forecast financial outcomes under different pricing strategies. • Analyze and interpret large sets of pricing and market data to identify trends, patterns, and opportunities for optimization. • Create proofs of concept and test performance for permanent inclusion into our pricing and revenue management platform. • Prepare executive ready presentations that articulate insights, assumptions, risks, and strategic recommendations. • Identify opportunities to streamline pricing processes, improve data quality, and enhance overall pricing capabilities within the organization. • Work closely with cross functional teams and provide analytical support for new product introductions, cost changes, commercial policies, and contract negotiations

• Build, execute, and improve the companies global Free Trade Agreement programs • Lead Bill of Material (BOM) analysis, origin determinations, and supplier data validation • Ensure compliance, audit readiness, and duty optimization • Conduct customs entry audits, identify compliance gaps, and drive solutions • Partner with IT, procurement, and operations to improve data integrity and reporting capabilities • Provide training and guidance on trade compliance requirements

• Support the management of incoming calls, e-mails, and chats • Help develop brand identity with new and existing customers • Classify and assess customers’ needs to achieve satisfaction • Provide support to all areas pertaining to customer service • Examine, analyze, and document relevant details for accurate data entry • Provide exceptional service across multiple channels (phone, email, web, chat, social) • Answer general inquiries on pricing, orders, minor install issues, and warranty • Maintain a positive, empathetic, and professional demeanor at every touchpoint • Keep records of customer interactions, transactions, comments, and complaints • Display accountability by following instructions and applying feedback to improve performance

• Support the management of incoming calls, e-mails, and chats • Help develop brand identity with new and existing customers • Classify and assess customers’ needs to achieve satisfaction • Provide exceptional customer service via all channels • Resolve customer inquiries and technical issues • Maintain a positive, empathetic, and professional demeanor at every customer touchpoint • Ensure accuracy of customer records and update as needed • Complete customer transactions, documentation, and/or data entry in a timely manner