Parts Support Services Representative

4 weeks ago


Milan, United States ICONMA Full time

· Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process and conducts customer service training for entry level staff.

· Researches, analyzes, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues.

· Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals.

· Contacts customers to resolve outstanding customer service issues.

· Assists supervisors in the continuous improvement of the customer service delivery process.

· Conducts customer service training for entry level staff.

· Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution.

· Investigate, resolve, and respond to overage and shortage claims using various methods including pulling and evaluating parcel and grid trips.

· Assign error case code accordingly based on the outcome of the investigation.

· Consider approval for shipping errors that require processing exceptions.

· Interact with Client dealers daily by phone (outbound calls) and email.

· This position makes outbound calls to Client dealers on a daily basis.

· The only inbound calls received are calls being returned by the dealers.

· This is not an inbound call center position.

· Communicate with carriers and outside suppliers to obtain tracking information.

· Morning tasks to include running notes job, entering notes into each case, pulling picker reports & splitting cases before cases can be worked each day.

· Ending tasks to include authorizing return IDs associated with the overage/shortage case, crediting those return IDs, updating case log for cases worked and sending end of day update.

· Support team metrics while working in a high-volume/high-pace environment.

· Provide cross functional support to warehouse operations teams.


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