Parts Customer Service Representative

Purpose:

Provide Parts Support for customers and dealership employees. Responsible for selling the tiered portfolio of parts through incoming calls, emails, or text.  Gather relevant information required to meet and exceed customer expectations, provide the required resolution or utilize the ExpertConnect ticketing system to ensure accurate and timely handoffs.

Responsibilities include but not limited to:

• Facilitate centralized parts operations by processing John Deere purchase returns and parts credits. 

• Facilitate creation of CCMS parts cases and own subsequent communication 

• Increase department gross sales through outbound calls promoting seasonal parts promotions
• Determine and utilize the best method to communicate required follow-up tasks to others (re-assign ticket, Handle, Outlook task, etc.) 
• Answering phone calls, text and emails for customer parts requests
• Identify, source, and procure requested parts to meet customer needs
• Maintain communication through ExpertConnect with customers and parts team
• Track each ExpertConnect ticket and take appropriate action to ensure successful and timely resolution
• Participate in all job-related training and development 
• Perform other duties assigned by manager

Experience, Education, Skills and Knowledge:

• Exceptional customer service skills with a customer-first mindset
• Excellent verbal and written communication skills
• Previous parts experience is preferred
• Strong time management, organizational, and follow-up skills
• Proficient in Microsoft Office applications
• Strong attention to detail and ability to manage multiple requests and priorities simultaneously
• Proficient computer skills
• Experience with Parts Advisor, JD Point, and Equip preferred
•  Ag industry knowledge preferred

Working Conditions & Requirements:

• Hybrid/remote office setting
• Must be able to remain in a stationary position for extended periods of time
• Must be able to operate a computer and various office equipment
• Must be able to perceive information on phone and computer screens as well as written
• Must be able to communicate with customers verbally and electronically
• Must be able to lift a minimum of 25 pounds
• Must have access to a reliable internet connection
• Must be able to travel occasionally to Sinclair Tractor locations 
• Must be available to work evenings and weekends as business needs require

This is not an all-inclusive list of job-related responsibilities, skills, or working conditions. Management reserves the right to revise the job or require different tasks be performed as assigned. Sinclair Tractor provides equal employment opportunities to applicants for employment and prohibits discrimination and harassment of any type without regard to any protected classes.  This job description is not an employment contract and the employment relationship remains “at will.” Sinclair Tractor will reasonably accommodate the known disabilities of qualified disabled individuals.

 

Keyword: Hybrid
Required Experience:

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From: Sinclair Tractor