Customer Service Representative
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- High school diploma or equivalent
- Customer Service experience is preferred
- Effective communication skills both verbal and written
- Basic Computer Skills including Microsoft Office
- JD Edwards experience is preferred
- Self-starter with strong work ethic
- Team player, able to work with others to accomplish a common goal
General Responsibilities:
- Receive incoming calls from dealers and direct customers from the Customer Support Call Center M-F, 8:00 a.m. - 5:00 p.m.
- Handle incoming emails from dealers, customers and through the Ecommerce site
- Communicate inter-departmentally and cross-departmentally to ensure all needed parties are aware of status of an open order, credit or any issue to be resolved
- Manage user accounts for Parts Sales Ecommerce site (currently shop.morbark.com)
- Manager user accounts for the RMA request site (currently Frontlines)
- Process all part sales credits (Common and Annual)
- Process all customer service expense parts orders
- Process any freight pick-ups, claims and credits
- Work with warehouse and logistics on shipment quotes, tracking, changes and issues
- Process LOR repair orders
- Process employee sales and freight bills
- Manage the backorder report and open order report
- Monitor all expedite and customer down orders for dealers to ensure proper steps have been take and communication is made
- Process all ship-direct orders for dealers due to expedition
- Work cross-departmentally to improve and sustain processes to ensure customer satisfaction
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