Customer Service

  • Job ID:

    1397

  • Pay rate range:

    $15/hr - $20/hr

  • City:

    Racine

  • State:

    Wisconsin

  • Duration:

    07/15/2018 - 11/15/2018

  • Job Type:

    Contract

  • Job Description:

    Job Title: Dealer Customer Service Phone Agent

    The Dealer Customer Service Phone Agent acts as the front line representing CNH Industrial to the North American dealer organization. This individual will provide World Class service via first contact resolution with timely, accurate, and consistent responses to dealers' parts inquiries with their primary focus on dealer satisfaction.

    Responsibilities Include:

    • Provide first level support for an average of 65 inbound dealer inquiries daily on backordered parts.

    • Contribute to the reduction of backorder lines through the analysis of the backorder inquiry and the initiation of request to ship part from the Supplier, Plant, and Overseas.

    • Conduct research for problem resolution as required including but not limited to: policies and procedure interpretation, pricing, Shipping programs, invoicing, warranty, backorders, tracking, account adjustments, cancellations and returns, and reorders.

    • Coordinate with Purchasing and/or Pricing departments to set up and price new parts.

    • Understand the ordering parameters for different parts in order to provide the best option to the dealer to meet or exceed the customers' needs.

    • Escalate call to second level support team as required

    Requirements:

    • The qualified candidate will have:

    • Associates Degree or high school degree with 3 years of customer service experience may be considered in lieu of Associates degree

    • 1 or more years of customer service experience

    • Must be available to work an eight-hour shift between the hours of 7:00am-8:00pm.

    • Must be able to type 35WPM

    The ideal candidate will have:

    • Excellent Communication skills (written and verbal)

    • Ability to multi-task, navigating multiple systems and take notes while interacting with customers

    • Proficiency in MS Office Suite (Dynamics, Access, Excel, PowerPoint, and Word)

    • Excellent prioritization and conflict resolution skills

    • Construction and Agricultural equipment knowledge

    • Experience in a high volume inbound Call Center

    #PCAD

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