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    Customer Care Specialist - Grand Rapids, United States - Kawasaki Heavy Industries

    Kawasaki Heavy Industries
    Kawasaki Heavy Industries Grand Rapids, United States

    6 days ago

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    Description

    ** Customer Care Specialist - Small Engine**

    **Job Category****:** Engine **Requisition Number****:** CUSTO01632 Showing 1 location **Job Details**

    **Description**

    A Customer Care Specialist is responsible for providing dealer support for Kawasaki parts and accessories and engine distribution to all Kawasaki dealers. Customer Care Specialists also provide administrate support to the Customer Care Department.

    **Daily Responsibilities:**

    Fields customer service inquiries via an omni-channel support system; performs required research and responds in a professional and timely manner to satisfy dealer needs.

    Assists order processing for phone/fax/email orders, and provides assistance for online ordering.

    Promotes the use of company websites by dealers, including navigation and account management.

    Assists dealers with parts-lookup and engine replacements, including general inquiries, pricing and availability.

    Troubleshoots order and delivery issues, including required research and filing carrier claims.

    Identifies and reports problem parts to appropriate departments.

    Communicate with distribution centers and common carriers to expedite and/or track missing or delayed shipments.

    Processes dealer returns and credits.

    Coordinate technical service issues with Technical Service Department.

    Interacts with various departments within Kawasaki on various dealer issues with oversight from Manager, Supervisor, Sr Customer Care Coordinator, or Customer Care Coordinator II.

    **As Required:**

    Assist in the promotion of company sales programs.

    Understand and communicate the parts supply portion of Factory Directed Modifications and Recalls to dealers.

    Coordinate communication of retail customer complaints with Consumer Services.

    Contributes ideas and suggestions to improve operational efficiency and customer service.

    Flexible shifts may be required based on dealer time zones and hours of business.

    **Education and Experience:**

    A minimum of six months Customer Service experience

    A high school diploma or GED is required

    Able to multi-task

    Familiar and comfortable with computers and databases, specifically Microsoft Office

    Able to be self-motivated and work well in a team environment

    **Who We Are:**

    The Engine Division of Kawasaki Motors Corp, headquartered in Grand Rapids, MI supports 4 cycle engines commonly used in the lawn and garden industry. Please visit for more information on Kawasaki Motors full product line.

    **What We Offer:**

    Your health and wellness are important to you and to us. Thats why we provide a comprehensive benefits program designed for you (and your family) in mind.

    Good work/life balance.

    Medical, dental, and vision plans

    Life insurance

    Flexible Spending Account

    401K

    Generous Time Off

    Flexible schedules

    Educational Assistance

    Ongoing training and development

    Team Member Product Purchase Program

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

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