Customer Support Specialist

Customer Support Specialist

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our productsincluding mobile elevating work platforms, telehandlers, utility vehicles and accessoriescan be found all over the world.

The dedicated and personable Customer Support Specialist will possess excellent communication skills, a passion for helping others, and a commitment to providing outstanding customer service. This role involves interacting with customers to resolve inquiries, provide product information, and ensure a seamless and positive experience. Additionally, the position requires technical engineering research to ensure proper part identification and effective resolution of order management issues.

These duties are not meant to be all-inclusive, and other duties may be assigned:

• Deliver "best in class" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful and professional demeanor with a strong customer focus.
• Stay up to date on equipment, models, and systems relevant to order management and product research.
• Demonstrate understanding, retention, and organization of information provided by the department.
• Provide technical support and customer service with correct replacement part determination, price and availability, as well as handling all aspects of customer orders, including resolving discrepancies.
• Resolve and defuse customer concerns effectively and courteously, ensuring the company's long-term success.
• Deliver comprehensive documentation of scenarios, follow-ups, and resolutions as needed.
• Enhance communication strategies to bolster parts sales, achieve goals and aid in the development, maintenance, and troubleshooting of programs and services, with a focus on promoting upselling.
• Engage in training opportunities to enhance skills in current technology and product knowledge and pursue personal growth to excel in providing exceptional customer support.
• Meet or exceed individual customer contact targets set by Management to help support the overall Departmental Key Performance Metrics (KPM).
• Actively participate in or present at departmental meetings to help determine the best course for the department's success and foster a learning environment.
• Offer to participate in new initiatives or existing tasks as they become available.
• Participate in training efforts for onboarding new Team Members and the continued education of existing team members.
• As needed, this individual manages the preparation and processing of quotes, invoices, purchase orders, returns and credits. They will also troubleshoot customer transactions, shipping/receiving activities to accurately access parts availability.
• Participate in and contribute suggestions for continuous improvement efforts, along with related documentation.
• Demonstrate the ability to mentor less experienced team members and serve as a role model. being regarded as a go-to person by colleagues.
• Entails supporting and responding to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, and the Aftermarket Sales and Service Managers as well as other internal departments. The goal is to ensure organized, accurate and timely dissemination of information regarding parts.
• Respond promptly and professionally to complex customer inquiries via phone, email, and chat
• Travel as necessary.

Minimum Qualifications:

• Bachelor's degree in business administration, communication, marketing, or a related field and two (2) or more years of relevant experience or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

Standout Qualifications:

• Strong ability to assist customers with a focus on enhancing their experience.
• Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment.
• Basic Proficiency in reading and applying engineering drawings and documents. (i.e. JED system)
• Basic Proficiency in reading and interpreting engineering hydraulic and electrical schematics.
• Previous experience in the automotive or heavy-duty equipment industry.
• Previous experience in a customer service-related field.
• Basic Proficiency in Microsoft Office applications.
• Written and spoken communication skills.
• ERP systems experience (XA) and various Edge systems (Salesforce, Online Express, etc)
• Proficiency in a second language (Spanish, French, etc.)
• Strong organizational skills with exceptional follow through and attention to detail.

Working Conditions:

• This role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings.
• Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone.
• Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings.
• Occasional movement within the office environment is necessary, including walking short distances, standing, or reaching for files.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Pay Range:

$51,400.00 - $79,200.00

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.