Customer Service Rep
2 months ago
SUMMARY
The Customer Service Representative will play a crucial role in supporting HCMA's customer service operations across North and South America. This role is pivotal in ensuring seamless customer interactions and satisfaction in the spare parts business. The Representative will handle customer inquiries, transactions, and requests with a customer-first mindset, contributing to the team's overall success.
RESPONSIBILITIES
- 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 HCMA 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.
- 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
- High School diploma
- 5+ years of Customer Service Experience
- Bilingual (preferred; English and Spanish)
- Microsoft Office suite with Excel skills.
- Excellent Communication Skills
- Positive attitude and disposition
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#georgia
#customerservicerep
#customerservice
#bilingual
#parts
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