Customer Care Representative

All States Ag Parts, LLC. • Lake Mills, IA

8d • Onsite

About The Position

At Parts ASAP, we’ve built North American’s most comprehensive source for agricultural and construction parts by seamlessly uniting companies, teams, processes, knowledge bases – and our most important resource – our Parts ASAP people. Our Parts ASAP people support our growth and define our success by embracing the driving principles at our company’s core: unparalleled access to parts for all types of equipment, an unrelenting commitment to customer success, and a constant drive for improvement.

Requirements

• High School graduate, or equivalent work experience.
• Proven experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient demeanor when dealing with customer concerns.
• Ability to work in a fast-paced environment and adapt to changes.
• Basic computer skills and proficiency in relevant software applications.

Nice To Haves

• Prior customer service experience is a plus.

Responsibilities

• Coordinates with Sales Team to triage incoming Customer Service tickets.
• Works directly with customers on returns and problem resolutions.
• Responds promptly to customer inquiries in a professional and courteous manner.
• Provides accurate information about products, services, and company policies.
• Performs parts searches in SAP for inventory availability or ordering capabilities and responds to customers in a timely manner.
• Completes Sales Orders/Invoices in SAP; collects cash/check or processes credit card payments.
• Provides price quotes to customers utilizing company standards for pricing and for accurate freight quotes.
• Initiates internal investigations, root cause analysis, and corrective actions as warranted.
• Documents the Cost of Quality.
• Communicates with Finance Team to initiate credits and charges to customers.
• Coordinates with Supply Chain when re-work or exchanges are required.
• Authorizes field repair when necessary to meet customer needs and minimize costs.
• Addresses and resolves customer concerns, complaints, or issues with a positive and empathetic approach.
• Investigates and analyzes customer problems, identifying root causes, and proposing effective solutions.
• Collaborates with other departments to ensure timely resolution of complex issues.
• Escalates unresolved problems or concerns to appropriate teams for further assistance.
• Maintains a deep understanding of our products/services to effectively assist customers.
• Accurately documents customer interactions and the steps taken to resolve issues.
• Compiles and maintains records of customer inquiries, comments, and complaints for analysis.
• Strives to exceed customer expectations and contribute to overall customer satisfaction.
• Gathers feedback from customers and provides insights to improve products or processes.
• Works collaboratively with other customer care representatives to share knowledge and best practices.
• Participates in team meetings and training sessions to stay informed about company updates and improvements.
• Assists in training new customer care representatives as needed.
• Performs all other duties as assigned.

Benefits

• Medical, Dental, and Vision Insurance – multiple plan options to meet your needs.
• Company-Paid Life Insurance with additional voluntary coverage options.
• Short-Term Disability (STD) and Long-Term Disability (LTD) protection.
• Hospital Indemnity, Accident and Critical Illness Insurance options for added financial security.
• 401(k) Retirement Plan with Company Match to help you build your future.
• Wellness Programs and Resources, including preventative care support and employee assistance programs.
• Paid Time Off and Company Holidays.
• Employee Assistance Program (EAP) for confidential counseling and support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED