Parts Customer Service Representative

JCB North America•Pooler, GA

14d

About The Position

80 years and countless innovations later, JCB is the world’s largest privately-owned manufacturer of construction and agricultural equipment. At 23 plants spanning four continents—and countries including the United States, the United Kingdom, India and Brazil—JCB manufactures a range of more than 300 products including telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, Access aerial work platforms, rough terrain forklifts, and tractors. JCB people are at the heart of our business and as a family-owned business we answer to our customers, not a group of shareholders. That freedom allows us to concentrate on developing the latest technologies and incorporating them into our equipment. We focus on what our customer needs on the jobsite – a machine that holds up in the toughest environment and increases their productivity. At JCB, we stand behind our products – and our name. 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

Must be bilingual in Spanish & English
Must pass any drug screens, background checks and any pre-employments tests as applicable.
High school diploma
One year of customer service experience

Nice To Haves

Bachelor’s degree in business or related field
Three years of customer service experience in a related industry
Knowledge, Skills, Abilities & Competencies
Proficiency with Microsoft Word, Excel, PowerPoint and SAP
Effective verbal and written communication skills
Influence and adapt to change within JCB
Demonstrate active listening skills to ensure that internal and external customers’ issues are understood and addressed

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 Techweb, 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 Techweb.
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.