Admin - US - Customer Service Rep 3 Customer Service Rep 3

Job Description :

Summary : Responsible for interacting with customers, being the face of the company to the customer and providing a world class customer experience.

Provide accurate information in response to inquiries about products and services, and handle and resolve complaints promptly, professionally and with a high degree of accountability.

Skills / Competencies :

Excellent verbal and written communication skills, attention to detail, creative thinker, proven problem solving skills and approach, able to multi-task and prioritize, collaborate and influence effectively within and between departments and have a record for process improvement.

Ability to work independently and manage one’s time. Ability to accurately document and record customer / client information.

Previous experience with computer applications, such as MS Outlook, Oracle, or data entry software. Ability to type + wpm is important.

Excel, V lookups, pivot tables

Major Job Duties and Responsibilities :

Order Entry & Processing. Strategically solve various customer issues in a timely and efficiently manner. Constant follow up with customers, respond to inquiries with full details and support.

Collaborate with other departments to ensure customers are fully supported and are kept aware of progress until problem is fully resolved.

Identify and implement process improvements.

Additional Job Details :

• Primary focus will be to manage and troubleshoot inquiries for Truck, APU, Trailer and Bus product lines. Process Stock Unit Credit Requests and No Charge orders
• Respond promptly and courteously to all inquiries and answer basic and complex questions regarding billing, parts and substitutes, ordering processes and policies.

Coordinate with Production Plants and Logistics Team for shipment delivery dates.

Communicate frequently with customers, dealers, and field reps on a broad array of policy and technical questions. Build relationships with key Customers, Dealers and Field Personnel.

Communicate effectively in a cross functional team environment, ability to collaborate with departments outside of the Customer Service Team.

A motivated self-starter, with the ability to recognize potential issues and own the solution. Ensure tasks are completed within department expectations.

Credits, Ext warranty orders, stock unit credit requests, re-acknowledgements, manage order movements etc.)

Be able to answer most technical product questions using company resources such as Electronics Parts Catalog, Windchill, our Technical Service and Engineering Teams.

Education / Experience :

to years customer service related experience required. A Bachelor’s Degree is preferred. HS diploma minimum with right experience.

Relative Experience :

Salesforce, Oracle, SAP

Warehouse or manufacturing type positions

Soft Skill Sets

Detail oriented

Upbeat, professional manner

Can work in a fast-paced environment

Multitasking

Disqualifications :

Only retail type positions

When you think about the top performers on your team, what really makes them stand out from everyone else?

Go-getter, don’t wait for direction, take initiative, help other team members, collaborative, willing to take on tasks that aren’t easy

Duration : months

months

No current headcount approval, but this position could be a gateway role

Schedule : Mon-Fri

Mon-Fri

flexibility on shift time with communication to manager

No OT

Training Period :

First week onboarding is getting to know team members and roles, shadowing : to guide through the responsibilities, first system training, then slowly getting into the role more and taking on more responsibilities

Work Environment :

Hybrid, Bloomington, Tues, Weds, Thurs on site

Mon / Friday from home

Position Opening Reason :

Volume

Interview Process :

Phone screen first, formal interview will be on site- panel style.

Comments for Suppliers : The strongest candidates have worked in companies with warehouse and manufacturing type facilities.