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Customer Support Specialist I

2 months ago

Suwanee, Georgia, United States Develon Full time

Job Type

Full-time

Position Overview

Develon is seeking a Customer Service Representative to become a vital part of our expanding team.

About Us

Develon, based in Suwanee, Georgia, specializes in a wide range of heavy machinery products, including crawler excavators, wheel loaders, articulated dump trucks, and more. With over 160 dealer locations across North America, we pride ourselves on our commitment to service excellence, customer satisfaction, and the durability of our products. Our mission is to establish ourselves as a 'Global Leader in Infrastructure Solutions' through continuous improvement in our offerings and technology.

Key Responsibilities

As a representative, you will handle incoming and outgoing communications related to service parts inquiries and issues. Your role will involve researching, troubleshooting, and providing accurate information to dealers and customers to resolve outstanding concerns regarding parts. You will also manage the follow-up on the availability and shipment of parts, as well as new product orders and back-orders.

  • Thrive in a dynamic environment, managing a high volume of calls and emails.
  • Build and maintain relationships with dealers and customers through effective communication.
  • Address challenging topics, such as unavailable parts and order discrepancies, with professionalism.
  • Monitor and expedite backorder statuses and track orders and shipments.
  • Gather customer feedback to identify and implement process enhancements.
  • Maintain comprehensive knowledge of policies relevant to each customer type.
  • Document call and email interactions in a tracking system for performance metrics and analysis.
  • Assist with entry-level technical inquiries and part identification through research.
  • Support logistics by evaluating freight costs and managing claims.
What We Offer
  • Competitive compensation and benefits package.
  • Health, dental, and vision insurance.
  • Generous 401(k) matching program.
  • Access to telehealth services.
  • Optional supplemental programs.
  • Opportunities for career and skill development.
  • Ability to make a significant impact on the organization’s success.
  • Potential for growth within the company.
Qualifications

Essential Skills and Experience
  • High School Diploma.
  • A minimum of two years of experience in customer service, preferably in a technical or service-related field.
  • Technical or mechanical knowledge of heavy equipment is highly desirable.
  • Ability to understand the mechanical and operational aspects of construction machinery.
  • Excellent verbal and written communication abilities.
  • Strong computer proficiency, particularly in Microsoft Outlook and Excel.
  • Capability to multitask effectively in a fast-paced environment.
  • Positive conflict resolution skills.
  • Self-driven and results-oriented with proven problem-solving skills.
  • Experience with SAP is preferred.

Develon is committed to fostering a diverse workforce and is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will be considered for employment without regard to any protected status.