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Bilingual Parts Customer Service Representative

2 months ago

Newnan, United States Resolution Technologies, Inc. Full time

Parts Customer Service Representative Job Description:


RESPONSIBLE FOR:

  • Serve as a primary point of contact for customer inquiries, requests, and transactions.
    • Assist Customers will parts identification, CONSITE and GOM navigation and the use of other systems.
    • Assist with new dealer onboarding training via teams and other communication.
    • Communicate effectively with freight forwarders to ensure timely delivery and manage documentation including SLI and CI.
    • Handle documentation tasks including SLI and CI to facilitate smooth shipment processes.
    • Ensure compliance with all relevant regulations and guidelines for international shipments.
  • Monitor MD and EO orders daily for the assigned customers.
    • Ensure all MD and EO orders are processed in a timely manner per our policy.
      • Update customers on the status of any MD orders.
    • Report any data, shipping, or warehouse issues that arise that would prevent MD and EO orders from processing.
    • Follow up on any back orders with procurement and update customers frequently.
  • Monitor Stock orders as needed and ensure all orders are allocated to physical or inbound inventory.
    • Review supersessions and IC2s to determine alternative parts for customer orders.
  • Monitor and respond to CRM cases/backlog and phone calls from LATAM Dealers in a timely manner.
  • Participate in weekly/monthly meetings to discuss Dealer concerns, updated forecasting, and critical issues.
  • Support the team with tasks related to parts return and shipment discrepancies.
  • Other duties as assigned

Key Skills / Characteristics

  • Bilingual (preferred; English and Spanish)
  • Proficiency in root cause analysis and problem-solving skills
  • Ability to operate well under pressure
  • Sense of Urgency
  • Positive attitude and disposition
  • Customer First focused approach and willingness for direct internal/external communication
  • Strong focus on and attention to detail
  • Effective communication in a multi-cultural environment setting.
  • Team player with a positive attitude who displays willingness to assist in any circumstance.
  • Microsoft Office suite with Excel skills.
  • Excellent Communciation Skills

Key KPIs

  • Call logs
  • Discrepancy list
  • CRM case management
  • Customer Communication
  • Team development

FORUMS (NETWORK OF INTERACTION)


External:
  • Dealer CEO, VP, Service Manager, Parts Manager
  • CPD
Internal:
  • All other departments

REQUIRED KNOWLEDGE & EXPERIENCE

  • High School diploma
  • 5+ years of Customer Service Experience

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