Bi-Lingual Customer Service Rep

5 hours ago

Flower Mound, United States CLARK Material Full time

CLARK Material Handling Company is a 100-year-old company and a global leader in the material handling and forklift industry. CLARK is seeking qualified candidates to join our team. The Bi-lingual Customer Service Rep (Bi-lingual CSR) is the key manager of CLARK’s Aftermarket Parts International business relationships. This position manages customer inquiries for domestic and international dealers regarding accounts, products, price, and services offered by CLARK Material Handling Company. The position provides professional aftermarket parts support to international dealers by identifying and quoting the required items, obtaining orders for those items, and processing the orders through our systems. This position is located in our Dallas, TX area office (Flower Mound, TX). This position is an ONSITE and not remote position. The Bi-lingual CSR is responsible for processing an average of 80-100 dealer inquiries via email, phone calls, chat sessions, and ticket system each day. Work with international customers on unresolved problems and develop alternative solutions. Follow up on all customer inquiries and ensure that everything possible has been done to satisfy the customer’s needs. Analyze transactions, correct records, and adjust errors. Correctly identify and provide accurate replacement part information on inquiries. Maintain availability to answer incoming dealer calls, attaining a group target of 100% calls answered within 10 seconds, with a resolution response within 24 hours. Provide satisfactory inquiry support to the respective international dealers in the areas of parts availability, pricing, order entry, and order status. Initiate and follow up on requested expedite requests from dealers. Provide basic technical support to the dealers. Maintain internal group and departmental support for training and marketing efforts. Proactively market and sell parts by contacting customers by telephone, fax, or email and maintaining a log of those activities. Coordinate with other departments to ensure the successful fulfillment of the customer’s orders and requests. Maintain an inquiry database of all incoming and outbound calls. Will be assigned various projects, participation in product promotions & campaigns, as well as providing support to the department as needed in various capacities. Basic Qualifications: Two-year college degree in Business Administration or equivalent required, with 2-4 years Customer Service experience or related experience in the forklift or construction equipment industry. Ability to communicate effectively in both English and Spanish through clear, concise writing, email, telephone usage, and presentation skills. Ability to handle volume and mix of assignments on a daily basis. Must have a working knowledge of the equipment in the material handling or heavy equipment industry, with a background in support services. Basic knowledge of forklift operations and CLARK product line or possess a high degree of mechanical aptitude. Must possess knowledge and experience reading and interpreting parts books, drawings, and manuals. Ability to communicate effectively with others internally and externally at various levels of the organization through clear, concise writing, telephone usage, and presentation skills. Good computer skills with proficiency in ERP systems, preferably BaaN, PRMS, JDE, Microsoft Office, Access, & Web Ordering. Will also use our internal PartsPro system. Requires excellent communication skills both verbal and written. Good interpersonal skills and be an analytical problem solver. Must be able to work a flexible work schedule. Must be authorized to work in the US indefinitely. Disclaimer: This position description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job; it is intended to be an accurate reflection of those principal job elements essential to the job. Incumbents may be required to perform other duties as assigned or as required by the needs of the business. CLARK Material Handling Company retains the discretion to add to or change the duties of the position at any time. Clark Material Handling Company is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class. #J-18808-Ljbffr

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