Bilingual Customer Service Representative
2 weeks ago
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.
- Ensure all MD and EO orders are processed in a timely manner per our policy.
- 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
- All other departments
REQUIRED KNOWLEDGE & EXPERIENCE
- High School diploma
- 5+ years of Customer Service Experience
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