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Customer Service Representative III/ Parts Support Services Representative - Milan, United States - Three Point Solutions
Description
Job Title: Customer Service Representative III/ Parts Support Services Representative 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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