As the Dealer Resolution Representative you will research and respond to dealer inquiries by obtaining promise ship dates on open material orders, providing promise ship dates to customers on emergency backorders, and quoting freight charges.
-Must be able to type and pass a typing test at 45WPM or better
-Respond to escalated incidents within designated measurement or allotted timeframe.
-Manages approximately 60 - 80 escalated incidents daily. A typical incident would be to investigate shipping date of backordered part and provide freight charges.
-Written/Verbal contact to Customers regarding: 1) promise dates, 2) stock availability, 3) Direct Ship option
-Provide timely and accurate responses to the Dealer organization ensuring satisfaction to the extent that it meets or exceeds the customers need.
-Empowered to make good will decisions to support the dealer and to drive the pursuit of a critical part to a critical level.
Any set qualifications (preferred or required):
Bachelor's and/or associate’s degree , or equivalent technical experience.
Must have at least 3 years Customer Service experience
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