Parts Customer Service Representative

Job Description
PositionSpecifics

Department: Parts


Reportsto: Support Center Manager

Type of Employment :Full-Time


Wage Type: Hourly


Location: Remote

AtSinclair Tractor, we pride ourselves on being the destination in SoutheastIowa for agricultural equipment, precision farming, agronomic decision support,NAPA parts and supplies. With thirteen John Deere dealerships, five NAPA partslocations and a Supply Store, we are looking for motivated and talented peopleto join our team.

Purpose:

ProvideParts Support for customers and dealership employees. Responsible for sellingthe 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 systemto ensure accurate and timely handoffs.

Responsibilities include but notlimited 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 forcustomer parts requests
• Identify, source, and procure requested partsto meet customer needs
• Maintain communication through ExpertConnectwith customers and parts team
• Track each ExpertConnect ticket and takeappropriate action to ensure successful and timely resolution
• Participate in all job-related training anddevelopment
• Perform other duties assigned by manager

Experience, Education, Skills andKnowledge:

• 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, andEquip preferred
• Ag industry knowledge preferred

Working Conditions &Requirements:

• Hybrid/remoteoffice setting
• Must be able toremain in a stationary position for extended periods of time
• Must be able tooperate a computer and various office equipment
• Must be able toperceive information on phone and computer screens as well as written
• Must be able tocommunicate with customers verbally and electronically
• Must be able tolift a minimum of 25 pounds
• Must haveaccess to a reliable internet connection
• Must be able totravel occasionally to Sinclair Tractor locations
• Must be available to work evenings andweekends as business needs require

This is not an all-inclusive list of job-related responsibilities,skills, or working conditions. Management reserves the right to revisethe job or require different tasks be performed as assigned. SinclairTractor provides equal employment opportunities to applicants for employmentand prohibits discrimination and harassment of any type without regard to anyprotected classes. This job description is not an employment contractand the employment relationship remains "at will." Sinclair Tractor willreasonably accommodate the known disabilities of qualified disabledindividuals.

Experience and Skills
Type or Copy/Paste Requirements here