Customer Service Representative III/ Parts Support Services Representative

Job Title: Customer Service Representative III/ Parts Support Services Representative-39656- John Deere

Description:

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

Duties:

• 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.

Shift:

• Shift and hours: Mon-Fri 7-3:30 pm (some holidays are required)
• Training schedule: Mon-Fri 7:30-4 pm
• Hybrid once training is fully complete and the contingent has shown aptitude in their work. Hybrid schedule will be at the discretion of the manager.

Requirements:

• Ability to use standard desktop applications such as Microsoft Office (Outlook, Excel, etc.)
• Customer Service experience with strong negotiation, communication and listening skills
• Experience demonstrating ability to work with many contacts to get information and results in a timely manner
• High level of attention to detail and accuracy
• Experience working within a team environment
• Experience skillfully handling difficult customer interactions
• Experience demonstrating strong organizational and planning skills
• Enjoy working in a fast-paced environment

Preferred:

• Ability to work overtime as workload requires
• Self-motivated individual with a personal drive to achieve
• Experience solving complex problems and critical thinking
• Knowledge of parts distribution and/or carrier OS&D
• Experience with Distribution Network System (DNS)
• Knowledge of Client's internal Parts On The Internet

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