Customer Service Representative (Heavy Equipment Parts)

Job Description

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.

Act as a central point of contact for customer inquiries, requests, and transactions:

• 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.

Key KPIs include:

• Call logs
• Discrepancy lists
• CRM case management
• Customer communications
• Team development

Other duties as assigned.

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.

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