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Parts Support Services Representative
•7 days ago
| Estimated Pay | $18 per hour |
|---|---|
| Hours | Full-time, Part-time |
| Location | Milan, Illinois |
Compare Pay
Estimated Pay We estimate that this job pays $17.9 per hour based on our data.
$12.86
$17.90
$27.1
About this job
Job Description
Job Description
Overview:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment.
Position: Parts Support Services Representative
Location: Milan, IL 61264
Duration: 12 Months
Job Type: Contract
Work Type: Onsite
Visa sponsorship is not available for this position now or in the future.
Job Description:
- 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
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 Client Parts On The Internet (client point)
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.
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.
TekWissen Goup is an equal opportunity employer supporting workforce diversity.
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