Customer Support Specialist I

2 weeks ago

Suwanee, Georgia, United States Develon Full time

Job Type

Full-time

Position Overview

Develon is seeking a Customer Service Representative to enhance our vibrant and expanding workforce.

About Us

Develon, based in Suwanee, Georgia, specializes in the marketing of a wide range of heavy machinery, including crawler excavators, wheel excavators, mini excavators, wheel loaders, articulated dump trucks, material handlers, log loaders, and various attachments. With over 160 dealer locations across North America, Develon is recognized for its unwavering commitment to service excellence, customer satisfaction, and the production of durable, reliable machinery. Our mission is to become a 'Global Leader in Infrastructure Solutions' by advancing our products, technology, and business practices.

We take pride in our diverse workforce, innovative products, and professionalism within both national and global contexts.

Key Responsibilities

As a representative of HD Hyundai Infracore North America, you will handle incoming and outgoing communications regarding service parts inquiries and issues. Your role will involve researching, troubleshooting, and providing essential information to dealers and customers to resolve outstanding issues related to parts inquiries. You will also expedite and monitor the availability and shipment of parts, new product orders, and back-orders.

  • Effectively manage a high volume of calls and emails in a fast-paced environment.
  • Build relationships with dealers and customers through professional communication.
  • Communicate clearly on challenging topics, such as unavailable parts, extended lead times, missed orders, and shipping errors.
  • Track and follow up on availability, backorder status, and order shipments.
  • Gather customer feedback to identify and implement process improvements.
  • Maintain a comprehensive understanding of policies applicable to various customer types.
  • Document call and email interactions in a tracking system for accurate metrics and analysis.
  • Assist with entry-level technical inquiries and part identification through stock investigations and online systems.
  • Support logistics by evaluating freight costs and filing claims.
What We Offer
  • Competitive compensation and benefits package.
  • Health, dental, and vision insurance.
  • Generous 401(k) matching program.
  • Access to telehealth services.
  • Voluntary supplemental programs.
  • Opportunities for career and skill development.
  • Make a meaningful impact on the organization’s success.
  • Potential for growth within the company.
Qualifications

To Succeed in This Role, You Will Need:
  • A high school diploma.
  • A minimum of two years of customer service experience in a service or technical field.
  • Technical or mechanical experience with heavy equipment is highly preferred.
  • The ability to learn and comprehend the mechanical and operational aspects of construction machinery.
  • Excellent written and verbal communication skills.
  • Strong computer proficiency, particularly in Microsoft Outlook and Excel.
  • The capability to multitask in a dynamic work environment.
  • Positive conflict resolution skills.
  • Self-motivated and results-driven with proven problem-solving abilities.
  • Experience with SAP is preferred.
Diversity Commitment

HD Hyundai Infracore North America, LLC. is dedicated 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 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.

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