Customer Service Representative

1 week ago

Lake Mills, Iowa, United States All States Ag Parts, LLC. Full time
Job Title: Customer Care Representative

At All States Ag Parts, LLC., we are seeking a highly skilled and customer-focused Customer Care Representative to join our team.

The ideal candidate will possess excellent communication skills, a strong problem-solving attitude, and the ability to work in a fast-paced environment.

Key Responsibilities:

  • Coordinate with Sales Team to triage incoming customer service tickets.
  • Work directly with customers on returns and problem resolutions.
  • Respond promptly to customer inquiries in a professional and courteous manner.
  • Provide accurate information about products, services, and company policies.
  • Perform parts searches in SAP for inventory availability or ordering capabilities and respond to customers in a timely manner.
  • Complete sales orders/invoices in SAP; collect cash/check or process credit card payments.
  • Provide price quotes to customers utilizing company standards for pricing and for accurate freight quotes.
  • Initiate internal investigations, root cause analysis, and corrective actions as warranted.
  • Document the cost of quality.
  • Communicate with Finance Team to initiate credits and charges to customers.
  • Coordinate with Supply Chain when re-work or exchanges are required.
  • Authorize field repair when necessary to meet customer needs and minimize costs.
  • Address and resolve customer concerns, complaints, or issues with a positive and empathetic approach.
  • Investigate and analyze customer problems, identifying root causes, and proposing effective solutions.
  • Collaborate with other departments to ensure timely resolution of complex issues.
  • Escalate unresolved problems or concerns to appropriate teams for further assistance.
  • Maintain a deep understanding of our products/services to effectively assist customers.
  • Accurately document customer interactions and the steps taken to resolve issues.
  • Compile and maintain records of customer inquiries, comments, and complaints for analysis.
  • Strive to exceed customer expectations and contribute to overall customer satisfaction.
  • Gather feedback from customers and provide insights to improve products or processes.
  • Work collaboratively with other customer care representatives to share knowledge and best practices.
  • Participate in team meetings and training sessions to stay informed about company updates and improvements.
  • Assist in training new customer care representatives as needed.
  • Perform all other duties as assigned.
  • Comply with the requirements of the company's ISO 9001 Quality Management System (when required).

Physical Requirements:

  • Ability to stand, climb, bend, and kneel on an occasional basis.
  • Prolonged periods of sitting at a desk and working on a computer.
  • Regular manual dexterity/coordination: hand/eye movements, motor control.
  • Regular visual effort: concentrated reading of documentation or close viewing of computer displays.
  • Able to push, pull, and lift up to 50lbs. on an occasional basis.

Required Education/Experience/Skills:

  • High School graduate, or equivalent work experience.
  • Proven experience in customer service or a related field.
  • Excellent verbal and written communication skills.
  • Strong problem-solving and decision-making abilities.
  • Empathetic and patient demeanor when dealing with customer concerns.
  • Ability to work in a fast-paced environment and adapt to changes.
  • Basic computer skills and proficiency in relevant software applications.

Preferred Education/Experience/Skills:

  • Prior customer service experience is a plus.

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