Customer Service Representative

Customer Support Call Center RepresentativeThis position requires a high level of patience and empathy for the customer and dealer and should be considered, before all else, a customer service position. The qualified candidate must be able to multi-task, prioritize and handle stress yet maintain a positive professional attitude.General Responsibilities:Receive incoming calls from dealers and direct customers from the Customer Support Call Center M-F, 8:00 a.m. – 5:00 p.m.Handle incoming emails from dealers, customers and through the Ecommerce siteCommunicate inter-departmentally and cross-departmentally to ensure all needed parties are aware of status of an open order, credit or any issue to be resolvedManage user accounts for Parts Sales Ecommerce site (currently shop.morbark.com)Manager user accounts for the RMA request site (currently Frontlines)Process all part sales credits (Common and Annual)Process all customer service expense parts ordersProcess any freight pick-ups, claims and creditsWork with warehouse and logistics on shipment quotes, tracking, changes and issuesProcess LOR repair ordersProcess employee sales and freight billsManage the backorder report and open order reportMonitor all expedite and customer down orders for dealers to ensure proper steps have been take and communication is madeProcess all ship-direct orders for dealers due to expeditionWork cross-departmentally to improve and sustain processes to ensure customer satisfaction