Aftermarket Customer Service Representative
- Employer
- Doosan Bobcat North America
- Location
- Statesville, NC
- Salary
- Join our team!
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- Industry
- General
- Role
- Customer Service
- Job Type
- Long-Term
- Hours
- Full Time
Job Details
Job Information
Represent Doosan Portable Power on incoming and outgoing calls and cases relating to service parts questions and problems. Research, troubleshoot and provide information to dealers/customers in order 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 Materials team. Respond to a daily average of 70 incoming dealer phone calls and email requests with a high level of customer service.
Role & Responsibility
Accounts Receivable
- Provide supporting documents to internal teams to ensure maximum payment from the customers and reduce lost revenue.
Backorder Reduction
- Research backorders and determine best resolution to meet customer expectations. Make the appropriate calls to acquire, arrange logistics and complete transaction.
- Proactively manage backorders through proper escalation processes to ensure reduction in backorders and improve customer experience.
Dealer/Customer Satisfaction
- Perform effectively in a fast-paced environment which includes managing high incoming and outgoing calls and email volume of customer requests. Stay organized to ensure world class customer satisfaction.
- Establish relationship with dealers/customers to minimize confrontational conversations. This will include phone, email and face to face communication.
- Communicate effectively on difficult topics, such as parts no longer available, long lead times, missed orders, incorrectly shipped orders, etc.
- Capture voice of the customer during phone calls and customer/dealer visits, while maintaining a high level of professionalism and a positive attitude.
- Expedite and follow-up on availability, backorder status, order and shipment tracking including released and unreleased orders satisfy needs of the dealers/customers.
- Work effectively with the dealer/customer on order management.
- Maintain strong knowledge of the policies for each type of customer to ensure the customers are being treated equally and fairly.
- Facilitate return process as required by the customers.
- Create and authorize invoice adjustment and parts return requests.
- Be knowledgeable of the Parts dealer facing systems to be able to walk customers through any questions they have on the systems.
- Assist with new dealer setup.
- Identify, create and execute operational process improvements that benefit Doosan and the customer.
- Input call data into a call tracking system to provide proper call metrics and case research analysis.
Job Requirement
- Service environment or parts related/technical service field.
- Ability to learn and understand the mechanical and operational requirements of construction equipment.
- Ability to read and understand technical drawings, wiring diagrams, structured BOMs.
- 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.
- Technical – Bachelor’s Degree, Allow Equivalent
- 0>2 years of experience
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.
Nearest Major Market: Hickory
Company
Our people power our progress. Keeping our company moving forward means empowering employees with opportunities to grow and the resources necessary to be happy, healthy and productive. That’s why we offer our people a competitive and comprehensive benefits package. Here, you’ll enjoy full health coverage, paid time off, income protection, employee discounts on certain consumer goods, tuition reimbursement and more.
How do different cultures play a part in your organization?
Our North American headquarters is located in North Dakota, where we started the compact equipment industry. But our locations span the entire globe – dealers, manufacturing facilities and corporate offices – where innovation is driven forward worldwide. To continue expanding our reach, we’ve opened the Global Collaboration Center in the heart of downtown Minneapolis.
What skills, education, and experiences does your ideal candidate(s) have?
•Education Required: High School Diploma or Equivalent
•These are entry level opportunities
•Must be able to follow established methods and procedures and perform work accordingly. Must have the ability to work rapidly and under time pressure for extended periods of time in order to meet build requirements. Must possess the ability to read build sheets and blueprints.
•The ability to communicate with supervisors and fellow workers in both written and verbal forms at a level normally acquired through the completion of a high school diploma or GED is required.
•Job specific skills, techniques and safe work and equipment operating practices are learned through on-the-job and classroom training. General instructions are given on recurring duties, operations and assignments; detailed instructions are given on new duties, operations and assignments.
How would you describe the company leadership/team management? Our employees are the driving force behind our brand. We cultivate an environment where they feel valued and build their career while working for an industry leader. Career opportunities include positions in our corporate offices and manufacturing facilities. We also have a highly-competitive internship and co-op program. Your opportunity to contribute to the future of the compact equipment industry is right here.
Where do you see the company/organization in the upcoming years? https://www.bobcat.com/company-info/next-is-now
What do you feel candidates need to know about the company before applying?
Our success is powered by our people. Plain and simple. Their dedication and passion for empowering customers to accomplish more is what drives our continued industry leadership. Our integrated, global team of employees and dedicated dealers work together to deliver the best products and services; making lives, businesses and communities better and stronger.
Bobcat Company is both an employer and partner of choice, and we pride ourselves in attracting, retaining and developing top-tier talent and dealers to drive our mission forward.
- Website
- https://www.bobcat.com/na/en/company/careers
- Location
-
North Dakota
United States
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