Customer Service Representative (Suwanee)

Represent DEVELON | HD Hyundai Infracore North America on incoming and outgoing calls and cases relating to service parts questions and problems. Research, troubleshoot, and provide information to dealers / customers to resolve open issues regarding parts questions. Expedite and follow up on availability and shipment of parts, new product orders, and back-orders. Perform dealer order maintenance and follow up on availability dates from the materials team.

Customer Support

• Proficiently performs in a fast-paced environment, which includes managing a high volume of calls and emails.
• Effectively establish relationships with dealers / customers through phone and email communication.
• Communicate effectively and efficiently on difficult topics, such as parts no longer available, long lead-times, missed orders, incorrectly shipped orders, etc.
• Expedites and follow-up on availability, backorder status, order and shipment tracking including released and unreleased orders.
• Capture voice of the customer and identify, create, and execute process improvements proficiently, including making suggestions for improvements.
• Maintain strong knowledge of the policies for each type of customer.
• Processes invoices and facilitates return requests for Korean vendors direct.
• Proficiently inputs call / email data into a tracking system to provide proper call metrics and case research analysis.
• Proficiently research entry level technical questions and part identification through stock investigations and online parts systems.
• Support logistics with freight cost rating and claims filing.
• Updates team SOPs and maintains organization of SOPs.

PI0583ae0d9796-38003-38828254