Customer Service

  • Job ID:

    2293

  • Pay rate range:

    $16/hr - $17/hr

  • City:

    Racine

  • State:

    Wisconsin

  • Duration:

    03/01/2020 - 09/01/2020

  • Job Type:

    Contract

  • Job Description:

    A Fortune 500 company and Global Manufacturer is looking for help in 

    our Dealer Parts Support division is currently seeking a dynamic call center agent who will create, manage and oversee all related activities of the part order fulfillment process. This position focuses on providing exceptional dealer support via sourcing and coordinating shipments with parts depots with an eye towards meeting dealer needs. The role is the force behind our customer service satisfaction and is the voice of our customers.

    Dealer Parts Support is a fast-paced contact center. This role will not only provide you with a great foundation in the true meaning of customer service, but it also allows you to see how the Aftermarket Solutions division interacts as a team to collaboratively meet the needs of our customers and create a seamless customer experience.


    The successful candidate will be calm and cool-headed, yet energetic; focused on maintaining strong partnerships with our dealer network and internal partners.

    Some of the Dealer Parts Support Call Center Agent responsibilities are:

    • Own the customer experience by promptly answering dealer inquiries using call quality expectations. Ensure a high level of dealer satisfaction by assuming ownership of all inquiries and provide accurate and timely updates until resolution. Think and act in ways that put our customers first, while maintaining the business requirements.

    • Build and maintain strong partnerships with multiple external and internal stakeholders (including dealers, suppliers, field personnel, purchasing, logistics, and engineers) to rapidly resolve part availability needs and shipments to support company image, competitive advantage, customer and dealer satisfaction, equipment uptime, productivity, as well as grow dealer service capability.

    • Provide detailed documentation of all correspondences to capture accurate tracking of our dealer inquiries and steps taken to resolve.

    • Provide support services to dealers including; troubleshooting, problem resolution, and supply of product or material to resolve urgent issues and reduce Total Vehicle Downtime (TVD).

    • Strive for best in class service by meeting or exceeding departmental KPIs.

    • All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed


    Required Experience

    • Associates Degree and/or minimum of 2 years of work experience

    • Must be able to work flexible schedules with rotating shifts between 7 AM and 6 PM Central Time - occasional weekends required

    • Typing 35 words per minute

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