Customer Service Specialist

Job Description

Job Description

Primary Duties:

The Position of Customer Service Representative (CSR) parts is responsible for confirming and responding to parts - related inquiries and requests received from HNA dealers (main customers of the corporation) 

1. Dealer Communication 

• The CSR is the main communication link between customers and HNA mainly through the media of email and telephone conversations.
• The CSR should reply related to all dealers’ inquiries getting from Email & Parts Questions etc. to dealer after checking in detail.
• Customer Training – Being thoroughly aware of and competent in the use of all systems and tools. This position is the focal point for training our customers in the best methods of conducting business with us.
• Problem Solving – Being trained and competent in our products and systems while building a personal network of resources. The individual CSR and the team will respond effectively and assist our customers with virtually any problem they encounter. 
• Transaction Completion – Certain transactions (e.g., authorization to return goods, order entry in special circumstances) must be completed by the CSR because of system requirements. Additionally, provide customers with data they are not able to access.
• CSR will also carry responsibility for invoicing, credits, and debits for his/her customers as well as working with accounting in managing their customers’ accounts and will also help with all normal office functions of filing, reporting to management, etc.
• Manage Q&A portal

1. Parts Claims & RGA

• It checks and evaluates the details of the Parts Claim & RGA received from the dealer.
• If necessary, the CSR forward approved Parts Claim information to the person in charge so that can file a claim with the carrier or HQ.
• For RGA returned from the dealer, the amount to be compensated to the dealer is determined based on the results of the warehouse review.

1. Dealer Order management 

1. Order Release 

• Check the dealer's order status and release order for parts in stock on the schedule agreed with the warehouse.

1. If necessary, support cancellation of orders requested by dealers in consultation with Parts Inside & Warehouse.

Responsibilities:

Requires understanding of company policies and procedures and All work must be conducted in accordance with company standards and policies.

Efforts are required to continuously develop one's work skills.

Select the right parts and proceed and manage the order quantity and price accurately without errors.

Must continuously produce relevant manuals for the tasks in charge of.

Any problems found should be reported immediately.

Actively cooperate with requests for assistance from another subsidiary and HQ.

Requires a strong working understanding of systems and resources used in departmental operations and the ability to see through daily work situations and determine what resources are necessary to resolve them in an efficient and appropriate manner.

Works in close unison with and full cooperation with the Departmental Manager in all circumstances and provides a unified leadership with the Departmental Manager for the department.

Other duties: 

In addition to the basic work, additional work should be actively supported.