Customer Service Representative

2 months ago

Miami, United States Doosan Bobcat North America Full time
Job Information

A Customer Service Representative will provide administrative sales and customer care support to a Distributor Network of 15-20, as the single point of contact for the Dealers commercial queries, requests, issues, claims etc. Good Customer Service aptitude is essential for this position as well as the ability to work cohesively in a team driven by process & performance improvement metrics. Primary Order Management experience on a comprehensive ERP system (e.g. ORACLE/SAP) also essential for this role

Key Responsibilities
  • Manage all Customers assigned in a courteous and professional manner, paying particular attention to urgency & responsiveness on all customer queries and issues. Implement best practice Customer Service in alignment with business requirements and Doosan standards.
  • Contribute to the maintenance of key performance indicators and metrics. Agree and meet improvement targets. Escalate issues which impact and impede Customer Service performance and work towards solutions where possible.
  • Ensure open order book is proactively managed, in terms of customer and business requirements. Manage the order fulfillment process, end-to-end in line with customer requirements and business policies. Manage/coordinate the response to all post-sales customer queries. Escalate issues and bottlenecks in the order fulfillment process where appropriate.
  • Strive for continuous improvement of customer service performance/satisfaction. Action all Customer Orders, Quotes, Holds, Disputes etc in a timely manner and in line with agreed standards. Promote Customer awareness among other teams.
  • Handle and resolve all customer queries, problems and complaints, escalating where necessary to ensure Customer receives a timely response.
  • Establish and maintain excellent working relationships with the Field Sales teams to facilitate improved communication and customer service. Actively participate in Sales & Dealer Meetings to promote increased understanding of Doosan's Customer & Marketplace
  • Liaise with all internal teams to promote improved order fulfilment and customer satisfaction, including, supply chain, credit, collections transport, sales, marketing etc. Support team members when required, and above all be responsive and flexible to changing customer & team demands.
Requirements
  • Education & Qualification: Business Administration - Bachelor degree / Allow Equivalent
  • Experience:
  • Travel Standard: < 10%
  • Minimum of 2-4 years relevant experience in a process based multi-national, environment
  • Experience in dealing with multi-location teams
  • Flexibility to travel across Latin America.
  • Global Breadth: Multi-Site (> One Location)
  • Cross-border sales administration experience
  • Fluent in English + another modern Spanish language
  • Diploma/degree level education
  • Excellent computer skills - experience of an ERP system
  • Excellent communication skills
  • Strong Systems Experience (MS Office, Oracle 11i etc)
  • Strong Process Experience
  • Ability to handle multiple demands and adhere to deadlines
  • Strong attention to detail.
  • Excellent written and oral communication skills
  • Time management and organizational skills
  • Interpersonal communication skills

As a part of the Doosan Group, which employs more than 43,000 people in 38 countries worldwide, the company offers its customers products and solutions to help build stronger businesses and communities. Based in Seoul, South Korea, with its North America headquarters in West Fargo, North Dakota, Doosan Bobcat is a leading global manufacturer of construction, agriculture, landscaping and grounds maintenance equipment, attachments and services. The company is committed to empowering people to accomplish more.

Doosan Bobcat North America is home to world-renowned brands, including Bobcat compact equipment, Doosan portable power products, Ryan and Steiner grounds maintenance equipment and Geith attachments. Doosan Bobcat North America is a tradename of Clark Equipment Company.

Doosan is committed to fostering an inclusive and diverse workforce and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. If you have a disability or special need that requires accommodation, please contact us at Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.

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