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

Date Posted: 4/2/2018

Job Snapshot

Job Description

Job Information

The Heavy Equipment Customer Service Representative (CSR) 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 to expedite and follow up on availability and shipment of parts and new product orders; 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 verbal communications while helping support a region of dealers.
  • Process, schedule, and edit orders to ensure prompt and accurate delivery of dealers' needs.
  • Investigate sources and research technical information to determine action necessary to meet parts needs and new product needs for dealers.
  • Understand 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

  • Experience in a customer service environment or parts related/technical service field.
  • Excellent communication skills and telephone etiquette.
  • MS Office Suite proficiency. Above average computer skill set is preferred.
  • Effective time management, priority focus and ability to multi-task. 
  • Education:  Bachelor's Degree preferred; experience in lieu of degree will be considered.
  • Experience:  5 - 7 years of customer service experience preferred. 
  • Travel: < 10%