Parts Customer Service Representative

JCB North America • Pooler, GA

11d • Onsite

About The Position

This position is the primary point of contact for dealers and Direct Sales customers to raise parts issues, place orders, make order status inquiries and process parts claims.

Requirements

• 1 year of customer service experience
• Must be bilingual in Spanish & English
• Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

Nice To Haves

• Bachelor’s degree in business or related field
• 3 years of customer service experience in a related industry
• Strong problem-solving and analytical skills.
• Ability to work in a high-stress environment.
• Detail-oriented and able to work independently.
• Collaborative approach to resolving issues impacting various groups across the enterprise.
• Ability to understand processes (system and non-system), troubleshoot, develop, and recommend solutions.
• Enjoy working in a dynamic environment and be a self-motivated team player.
• Working knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Teams, and Microsoft Project.

Responsibilities

• Handles dealer or Direct Sales customer parts inquiries in a timely and professional manner
• Demonstrates active listening skills to ensure that internal and external customers’ issues are understood and addressed
• Expedites dealer back-order requirements with WPC Operations
• Communicates with the World Parts Center via Tech web, email and telephone to identify part availability, delivery status of backordered parts, and other part issues.
• Identifies all options available to improve the delivery of backordered parts.
• Provides expedited service for critical, machine-down situations up to and including the quarantine of new machines from the Supply Group to remove and ship the required parts.
• Works with internal departments functioning both as vendor and customer depending on the circumstances.
• Provides training and support to dealers in the use of online tools including the Dealer Portal and Tech web.
• Provides training and support to Direct Sales customers in the use of online tools including the Dealer Portal and Salesforce.
• Performs other customer support functions as required to meet and exceed department goals and expectations.
• Other duties as assigned

Benefits

• medical, dental, and vision insurance
• 401 (k) retirement plan
• paid time off and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level