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Customer Service Representative-Aftermarket Parts-Heavy Equipment in Suwanee, GA at Doosan Bobcat

Date Posted: 1/28/2018

Job Snapshot

Job Description

Job Information

The Customer Service Representative (CSR) for Aftermarket Parts within the Doosan Heavy Equipment business is responsible for responding to daily emails and answering dealer questions over the phone. The CSR must be able to provide quotes to dealers on parts for their machines and advise on the availability and suitability of parts with respect to their application/needs. The CSR is responsible for expediting and following up on availability and shipment of parts and is required to investigate and answer dealer needs using excellent customer service skills. They must be able to work with District Sales & Service Managers to manage dealer/customer relationships, in order to help develop and grow the parts business by resolving dealer inquiries.

Role & Responsibility

  • Expedite and follow-up on availability and shipment of orders to satisfy needs of the dealers.
  • Maintain professional written and oral communications while helping support a region of dealers.
  • Process, schedule, and edit orders to ensure prompt and accurate delivery of dealer's needs.
  • Investigate sources and research technical information to determine action necessary to meet parts needs. Learn engineering prints to verify product accuracy from the supplier or at the dealership.
  • Maintain a positive relationship with the dealer channel.
  • Authorize returns and invoice adjustments for credit.
  • Communicate daily with other departments within the Company (Materials Department, Engineering Department, Purchasing Department, Tech Service Department, field staff, parts warehouse), to support the dealer channel.

Job Requirement

  • Excellent communication skills required
  • Proper telephone etiquette is required 
  • Experience in the Customer Service environment or parts related/technical service field
  • Above average computer skill set is preferred
  • Multi-tasking oriented person
  • Education Requirement:  Bachelor’s degree preferred
  • Experience:  5-7 years of CSR experience required
  • Travel:  <5%