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Job Description:

Dealer Customer Service Phone Agent

The Dealer Customer Service Phone Agent acts as the front line representing Client for 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

The ideal candidate will have:

Bachelor’s Degree

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 . #Farming

Dealer Representative

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Dealer Representative

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