Job Description
Customer Service Representative Career Opportunity
The Customer Service Representative will play a crucial role in supporting our customer service operations across North and Latin America. This role is pivotal in ensuring seamless customer interactions and satisfaction in the spare parts business. In this role you will handle customer inquiries, transactions, and requests with a customer-first mindset, contributing to the team's overall success.
Customer Service Representative Role and Responsibilities
Monitor sales orders daily for assigned customers:
- Ensure all MD and EO orders are processed in a timely manner per our policy.
- Update customers on the status of any MD orders.
- Report any data, shipping, or warehouse issues that arise that would prevent MD and EO orders from processing.
- Follow up on any back orders with procurement and update customers frequently.
- Monitor Stock orders as needed and ensure all orders are allocated to physical or inbound inventory.
- Review supersessions and IC2s to determine alternative parts for customer orders.
- Manage all aspects of direct customer parts operations, including Ariba-based transactions and system interactions.
- Serve as the primary point of contact for assigned direct customers, including major industrial and heavy machinery accounts.
- Coordinate and enhance the end-to-end customer experience related to parts ordering and fulfillment.
- Assist Customers with parts identification using proprietary fleet management software and dealership navigation systems.
- Monitor and respond to CRM cases/backlog and phone calls from customers in a timely manner.
- Assist with new dealer onboarding training via teams and other communication.
- Call logs
- Discrepancy lists
- CRM case management
- Customer communications
- Team development
Customer Service Representative Required Skills and Qualifications
- 5+ years of Customer Service Experience preferably related to heavy equipment parts and accessories.
- Customer-first focused approach and willingness for direct internal/external communication.
- Ability to operate well under pressure with strong problem-solving skills.
- Root cause analysis.
- Sense of urgency.
- Strong focus on and attention to detail.
- Microsoft Office suite including Excel skills.
- Team player with a positive attitude and disposition who displays willingness to assist in any circumstance.
- Microsoft Office suite including Excel skills.
- Excellent communication skills including effective communication within a multi-cultural environment setting.
#MCB
Numbers & Facts
| Location | Sharpsburg, GA |
| Industry | Staffing/Employment Agencies |
| Company Size | 20 to 49 employees |
| Year Founded | 2009 |
| Website | http://www.resolution-tech.com |
Benefits
Paid Sick Days, Parking, 401K, Stock Options, Employee Events, Work From Home, Life Insurance, On Site Cafeteria
About Company
Resolution Technologies is a leader in staffing and consulting. We help clients find top talent to help them meet their key business objectives while positively impacting their bottom line.
Here at Resolution Technologies, we understand that serving our clients and consultants is what matters most and promise to never lose sight of that! We take the time to understand your individual needs through face-to-face interaction and strive to always make sure your objectives are met. Resolution Technologies is a full-service Professional Staffing and Executive Search Firm specializing in Technology, Finance & Accounting, Manufacturing Ops, Human Resources, and Marketing/Sales offering flexible solutions for our clients ranging from contract, contract-to-perm, and direct perm placements. Whatever your needs are, we promise to provide unrivaled quality and service.
Skills
- Aribaunmatched
- Back Ordersunmatched
- Case Managementunmatched
- Communication Skillsunmatched
- Customer Experienceunmatched
- Customer Relationsunmatched
- Customer Relationship Management (CRM)unmatched
- Customer Satisfactionunmatched
- Customer Service Operationsunmatched
- Customer Support/Serviceunmatched
- Detail Orientedunmatched
- Fleet Managementunmatched
- Heavy Equipment/Vehiclesunmatched
- Integrated Circuits (ICs)unmatched
- Microsoft Excelunmatched
- Microsoft Officeunmatched
- Multiculturalunmatched
- Navigation Systemsunmatched
- Onboardingunmatched
- Order/Customer Fulfillmentunmatched
- Performance Metricsunmatched
- Physical Inventoryunmatched
- Problem Solving Skillsunmatched
- Purchasing/Procurementunmatched
- Resolve Customer Issuesunmatched
- Root Cause Analysisunmatched
- Salesunmatched
- Shipping/Receivingunmatched
- Team Buildingunmatched
- Team Playerunmatched
- Time Managementunmatched
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