Customer Service Representative

HD Hyundai Infracore North America.•Suwanee, GA

21d

About The Position

Represent 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 SOP’s and maintains organization of SOP’s.

Requirements

High School Diploma
At least 2-4 years of customer service experience, preferably in service or technical-related service field
Ability to learn and understand the mechanical and operational requirements of construction equipment.
Excellent written and verbal communication skills
Possess strong computer skills with experience in Microsoft Outlook and Excel
Ability to multi-task in a fast-paced work environment
Positive conflict resolution skills
Self-motivated and results-oriented with proven problem-solving ability.
Experience and knowledge with SAP required.

Responsibilities

Represent 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.
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 SOP’s and maintains organization of SOP’s.