Job Description

Job Purpose

The primary objective of this role is to immerse in the company’s values, goals, and operational strategies while fostering a proactive approach to delivering exceptional customer service. The incumbent will demonstrate a strong commitment to maintaining the highest standards of quality, ensuring that client expectations are consistently exceeded, and service levels are effectively communicated and upheld. By building strong and collaborative relationships both internally and externally, this position will directly contribute to providing an exceptional “end-to-end customer experience.”

Essential Duties and Responsibilities

• Efficiently and courteously respond to general customer inquiries via email and phone.
• Apply product knowledge and skills to perform job functions effectively, offering valuable solutions to clients.
• Utilize the electronic catalog and the Global website to assist in finding and providing relevant product information.
• Learn and navigate the AS400 system for streamlined operations.
• Provide support to Customer Care Operations, assisting Dealers and Territory Managers as needed.
• Process demo requests in a timely and efficient manner.
• Monitor and track the status of orders and electronic orders to ensure timely delivery.
• Perform inventory checks and provide customers with real-time product availability information.
• Supply accurate product information and pricing to customers and stakeholders.
• Process returns, credits, return authorizations, and factory chargebacks efficiently.
• Manage Parts Express, Warranty, and Replacement Orders in accordance with company procedures.
• Submit order changes or cancellations with the guidance and assistance of the Lead, Supervisor, or DC Services team.
• Handle order addendums and related documentation accurately.
• Track shipments to ensure timely delivery and customer satisfaction.
• Research, troubleshoot, and resolve customer inquiries, ensuring clear and timely communication.
• Regularly review and analyze appropriate daily reports to monitor progress and identify any potential areas for improvement.
• Adhere to company and department guidelines and standards in all aspects of work.
• Participate in daily check-ins with the Customer Care Supervisor to stay aligned with team goals and expectations.
• Attend weekly Teams meetings with the Supervisor for continuous learning and communication.
• Work towards achieving and exceeding the established Time to Reply Average for response time, ensuring customers receive prompt attention.
• Escalate unresolved issues to the supervisor, maintaining an open issue log for tracking purposes.
• Actively participate in all Global Teams training meetings to enhance skills and knowledge.
• Undertake other duties and responsibilities as assigned by management.

Qualifications

• High school diploma or GED equivalent; or one to three months of related experience and/or training; or an equivalent combination of education, experience, or military service.
• Strong written and verbal communication skills, with the ability to articulate ideas clearly and professionally via email, phone, and other communication channels.
• Ability to read, analyze, and interpret general business materials, professional journals, technical procedures, and relevant regulations.
• Proficiency in writing business correspondence, reports, and procedure manuals, with the ability to present information in a clear, concise, and engaging manner.
• Strong mathematical aptitude, with the ability to calculate figures and amounts, such as discounts, interest, commissions, proportions, percentages, and other related data.
• Excellent problem-solving skills, with the ability to gather data, identify problems, and derive logical conclusions.
• Ability to interpret complex technical instructions in both mathematical and diagram formats and manage several abstract and concrete variables.
• Proficiency in Microsoft Office Suite, including Excel, Word, and other related programs.