Customer Service Representative

Alamo Group Inc.•Fremont Township, MI

2d•Onsite

About The Position

This position requires a high level of patience and empathy for the customer and dealer and should be considered, before all else, a customer service position. The qualified candidate must be able to multi-task, prioritize and handle stress yet maintain a positive professional attitude.

Requirements

High school diploma or equivalent
Effective communication skills both verbal and written
Basic Computer Skills including Microsoft Office
Self-starter with strong work ethic
Team player, able to work with others to accomplish a common goal

Nice To Haves

Customer Service experience is preferred
JD Edwards experience is preferred

Responsibilities

Receive incoming calls from dealers and direct customers from the Customer Support Call Center M-F, 8:00 a.m. – 5:00 p.m.
Handle incoming emails from dealers, customers and through the Ecommerce site
Communicate inter-departmentally and cross-departmentally to ensure all needed parties are aware of status of an open order, credit or any issue to be resolved
Manage user accounts for Parts Sales Ecommerce site (currently shop.morbark.com)
Manager user accounts for the RMA request site (currently Frontlines)
Process all part sales credits (Common and Annual)
Process all customer service expense parts orders
Process any freight pick-ups, claims and credits
Work with warehouse and logistics on shipment quotes, tracking, changes and issues
Process LOR repair orders
Process employee sales and freight bills
Manage the backorder report and open order report
Monitor all expedite and customer down orders for dealers to ensure proper steps have been taken and communication is made
Process all ship-direct orders for dealers due to expedition
Work cross-departmentally to improve and sustain processes to ensure customer satisfaction