Ecommerce Customer Service Rep.

Job Information

This position will work directly with the end customers to ensure they are experiencing world class customer satisfaction. They will be responsible for incoming and outgoing communications to inform the customer any answers to their questions, troubleshoot any issues with the parts and provide a solution in a timely manner. Upon receipt of orders this role will own the survey and review processes with the end customers, asking them to provide feedback. They will also own the process to communicate customer information to the dealer and dealer commission distribution.

Role & Responsibility

Order Management

• Upload orders received into the ERP system using a data load tool.
• Facilitate tax exempt set up with the Tax Team to ensure the customer tax forms pass the criteria. Set up tax exempt within the system.
• Track all open orders and upon completion of the order download data from ERP to close within ecommerce platform.
• Research and troubleshoot any issues discovered on orders not shipping.
• Review and provide direction on how to handle overgoods which are returned to the warehouse.

Analysis

• Track part performance from time of order placed to received by the customer. Research and develop solutions for parts causing poor customer experience.
• Track incoming communication from end customers to determine problem parts and communicate with team to determine strategies to improve performance.

Customer Satisfaction

• Communicate effectively on difficult topics, such as parts no longer available, missed orders, stock room backorders, incorrectly shipped orders, etc.
• Provide support to customers when needing help determining what part is needed for their machine. Research and determine necessary parts and use upselling techniques accordingly.
• Expedite and follow-up on availability, backorder status, order and shipment tracking including released and unreleased orders satisfy needs of the customers and warehouse.
• Work through order management for parts delivered through the Bobcat warehouse and the ship direct suppiers to ensure we meet the customer expectations on their orders.
• Maintain strong knowledge of the policies for each type of customer to ensure the customers are being treated equally and fair.
• Facilitate return process as required.
• Research technical questions and part identification through stock investigations and on- line parts systems such as OPC and BTI’s.

Customer & Dealer Communication

• Coordinate the survey distribution and consolidation for all ecommerce orders. Track the results and be able to give feedback on focus areas.

Job Requirement

• Education Requirement: Bachelors degree in Technical field or related field of study.
• Experience Required: 0>2 years
• Travel Required:
• Experience in service environment or parts related/technical service field.
• Ability to learn and understand the mechanical and operational requirements of construction equipment.
• Excellent written and verbal communication skills.
• Above average computer skills with ability to understand and navigate complex database systems.
• Ability to multi-task in a fast paced work environment.
• Positive conflict resolutions skills.
• Self-motivated and results oriented with proven problem solving ability.
• Ability to follow instructions and cooperate with others.
• Ability to understand work and process flows to manage orders and supporting operations.

The world-renowned brands that make up Doosan Bobcat produce industry-leading compact and heavy construction equipment, attachments, air compressors, lighting systems, generators and articulated dump trucks. Doosan Bobcat is a part of the Doosan Group, which employs 43,000 people in 38 countries worldwide. With people at the core of who we are, we believe the growth of our people will lead to the continued growth and success of our world-class company. Our team of dedicated employees is the backbone that allows us to provide construction equipment solutions that help our customers build the world of tomorrow. Wherever you find us, you’ll hear the sounds of progress, see the results of our people and feel the rhythm of transformation in everything we do.

Doosan is committed to a diverse workforce and is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 701-476-4263. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.

Beware of Fraudulent Job Offers and Solicitations

We recently learned that unauthorized individuals and/or groups are communicating false offers of employment with Bobcat Co. (“Bobcat”) via email.    The communications include the Bobcat logo and may appear legitimate.   However, they are fraudulent and are not sent from anyone affiliated with Bobcat.

Please note that Bobcat, Doosan Bobcat North America, and Doosan Portable Power DO NOT charge a fee, request payment, or request personal banking information at any point in the recruitment process.  We DO NOT send unsolicited emails requesting personal data from potential employees.  If you receive a job offer that appears fraudulent, please notify our talent acquisition team and consider contacting your local law enforcement office.

Any legitimate job offer from Bobcat, Doosan Bobcat North America, or Doosan Portable Power will be preceded by an official selection process.

Nearest Major Market: North Dakota
Nearest Secondary Market: Bismarck