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Aftermarket Parts Customer Service Representative in Bismarck, ND at Doosan Bobcat

Date Posted: 5/7/2019

Job Snapshot

Job Description

Job Information

Represent Bobcat on incoming and outgoing calls and cases relating to service parts questions and problems. Research, troubleshoot and provide information to dealers/customers in order to resolve open issues regarding parts questions. Expedite and follow up on availability and shipment of parts, new product orders and back-orders.  Perform dealer order maintenance and follow up on availability dates from Materials team. Respond to a daily average of 70 incoming dealer phone calls and email requests with a high level of customer service.

Role & Responsibility

Accounts Receivable

  • Provide supporting documents to internal teams to ensure maximum payment from the customers and reduce lost revenue.

Backorder Reduction

  • Research backorders and determine best resolution to meet customer expectation. If best process is Trader Joe, make the appropriate calls to acquire, arrange logistics and complete debit/credit transaction.
  • Proactively manage backorders through proper escalation processes to ensure reduction in backorders and improve customer experience.
  • Effectively communicate with key stakeholders to minimize duplicate shipments from alternative methods to eliminate backordered parts (TJ, SD, alternative suppliers, etc.)

Dealer/Customer Satisfaction

  • Perform effectively in a fast paced environment which includes managing high incoming and outgoing calls and email volume of customer requests.
  • Stay organized to ensure world class customer satisfaction.
  • Establish relationship with dealers/customers to minimize confrontational conversations. This will include phone, email and face to face communication.
  • Communicate effectively on difficult topics, such as parts no longer available, long lead times, missed orders, SRBO, incorrectly shipped orders, etc.
  • Capture voice of the customer during phone calls and customer/dealer visits. While maintaining a high level of professionalism and a positive attitude.
  • Expedite and follow-up on availability, backorder status, order and shipment tracking including released and unreleased orders satisfy needs of the dealers/customers.
  • Work effectively with the dealer/customer on order management
  • Maintain strong knowledge of the policies for each type of customer to ensure the customers are being treated equally and fair.
  • Facilitate return process as required by the customers.
  • Create and authorize invoice adjustment and parts return requests.
  • Be knowledgable of the Parts dealer facing systems to be able to walk customers through any questions they have on the systems.
  • Assist with new dealer setup.
  • Identify, create and execute operational process improvements that benefit Bobcat and the customer
  • Input call data into a call tracking system to provide proper call metrics and case research analysis.
  • Research entry level technical questions and part identification through stock investigations and online parts systems such as Online Parts Catalog (OPC) and BTI’s.   

Customer/Dealer Support through Logistics Movements

  • Manage UPS website with current dealer information to successfully create UPS shipping labels for outgoing shipment which includes scheduling and communicating the schedule with the dealers for parts pickup.
  • Manage the Canadian hot basket to ensure quickest turn around on ship direct and trader joe parts.
  • Expedite parts being received at County through the receiving processes at County and APL.
  • Provide dealers/customers 3rd party accounts to ensure orders are shipped within shipping guidelines.
  • Review and provide direction on how to handle overgoods which are returned to the warehouse.

Job Requirement

  • Education Required: Associates degree; Bachelors degree preferred. Equivalent experience will be considered. 
  • Experience Required: 0>2 years
  • Travel Required: < 10%
  • Service environment or parts related/technical service field.
  • Ability to learn and understand the mechanical and operational requirements of construction equipment.
  • Excellent written and verbal communication skills.
  • Above average computer skills with ability to understand and navigate complex database systems. 
  • Ability to multi-task in a fast-paced work environment.
  • Positive conflict resolutions skills.
  • Self-motivated and results oriented with proven problem-solving ability.
  • Ability to follow instructions and cooperate with others.
  • Ability to understand work and process flows to manage orders and supporting operations.

The world-renowned brands that make up Doosan Bobcat produce industry-leading compact and heavy construction equipment, attachments, air compressors, lighting systems, generators and articulated dump trucks. Doosan Bobcat is a part of the Doosan Group, which employs 43,000 people in 38 countries worldwide. With people at the core of who we are, we believe the growth of our people will lead to the continued growth and success of our world-class company. Our team of dedicated employees is the backbone that allows us to provide construction equipment solutions that help our customers build the world of tomorrow. Wherever you find us, you’ll hear the sounds of progress, see the results of our people and feel the rhythm of transformation in everything we do.

Doosan is committed to a 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. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 701-476-4263. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.

Beware of Fraudulent Job Offers and Solicitations

We recently learned that unauthorized individuals and/or groups are communicating false offers of employment with Bobcat Co. (“Bobcat”) via email.    The communications include the Bobcat logo and may appear legitimate.   However, they are fraudulent and are not sent from anyone affiliated with Bobcat.

Please note that Bobcat, Doosan Bobcat North America, and Doosan Portable Power DO NOT charge a fee, request payment, or request personal banking information at any point in the recruitment process.  We DO NOT send unsolicited emails requesting personal data from potential employees.  If you receive a job offer that appears fraudulent, please notify our talent acquisition team and consider contacting your local law enforcement office.

Any legitimate job offer from Bobcat, Doosan Bobcat North America, or Doosan Portable Power will be preceded by an official selection process.

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