Description
Represent Develon North America on incoming and outgoing calls and cases relating to service parts questions and problems. Research, troubleshoot, and provide information to dealers/customers to resolve open issues regarding parts questions. Expedite and follow up on availability and shipment of parts, new product orders, and back-orders. Perform dealer order maintenance and follow up on availability dates from the materials team.
Customer Support
- Proficiently performs in a fast-paced environment, which includes managing a high volume of calls and emails.
- Effectively establish relationships with dealers/customers through phone and email communication.
- Communicate effectively and efficiently on difficult topics, such as parts no longer available, long lead-times, missed orders, incorrectly shipped orders, etc.
- Expedites and follow-up on availability, backorder status, order and shipment tracking including released and unreleased orders.
- Capture voice of the customer and identify, create, and execute process improvements proficiently, including making suggestions for improvements.
- Maintain strong knowledge of the policies for each type of customer.
- Processes invoices and facilitates return requests for Korean vendors direct.
- Proficiently inputs call/email data into a tracking system to provide proper call metrics and case research analysis.
- Proficiently research entry level technical questions and part identification through stock investigations and online parts systems.
- Support logistics with freight cost rating and claims filing.
- Updates team SOP’s and maintains organization of SOP’s.
Requirements
- High School Diploma
- At least 2-4 years of customer service experience, preferably in service or technical-related service field
- Ability to learn and understand the mechanical and operational requirements of construction equipment.
- Excellent written and verbal communication skills
- Possess strong computer skills with experience in Microsoft Outlook and Excel
- Ability to multi-task in a fast-paced work environment
- Positive conflict resolution skills
- Self-motivated and results-oriented with proven problem-solving ability.
- Experience and knowledge with SAP required.
