Customer Care Agent, Parts

We are looking for a Customer Care Agent to join our Parts team on our journey for a better tomorrow.

Your role

The mission of the Customer Care Agent, Parts is to offer excellent customer service, while reducing the number of incoming requests by proactively giving customers accurate and timely information. This position plays a key role in supporting our distribution partners by providing proactive, accurate, and timely information. You will be required to be proactive and focused on improving customer's experience. You will need to be able to communicate efficiently, be highly organized, and be customer-focused. Be willing to challenge the status quo, by offering innovative solutions to drive customer satisfaction. You will report to the Parts and Programs Manager.

• You will prioritize and attend to distributor requests through phone calls, emails and cases.
• You will provide proactive support on parts orders, including but not limited to price quotations, coordination of parts scheduling, order processing, change orders, RMA processing, issuing credits, and responses on general inquiries.
• You will use available business tools to gather necessary information for customer inquiries, order quoting, order management, and follow-up.
• You will help guide partners to the available resources to find basic technical information.
• You will proactively monitor orders and work with our distribution center to ensure on-time delivery of parts, expedite orders, and provide valuable input on needed changes on inventory levels.
• You will collaborate with planners and sales teams both internal and external, as well as throughout the regions to ensure focus on customer service, consistency of processes, and deliver results.
• You will manage assigned projects necessary to progressing the performance of your team and the Aftermarket business as a whole.
• You will contribute to team efforts, meetings and discussions.

To succeed, you need

• You have a High School diploma or GED (required). Associates or bachelor's degree (preferred).
• You have related industry experience: Sales, office and/or customer service experience.
• You are willing to develop yourself by learning new skills and increasing your knowledge of products, systems, and our market and operation
• You are customer-oriented and can manage daily tasks along with department goals.
• You have experience handling support requests from a variety of different channels, and able collaborate with teams in both service, equipment sales, and the distribution center.
• You are customer-oriented, able to understand customer needs and prioritize them accordingly.
• You can show good a level of empathy while enforcing company policies and strategic directions.
• You are proficient in Microsoft Office, including Word and Excel (can maintain complex spreadsheets).

In return, we offer you

• We believe there is always a better way. Open for change and feedback is what defines our culture.
• We support you on your journey: individual learning opportunities, world-wide job opportunities, and training.
• The safety and well-being of our employees is important to us, which is why we set high standards for your workplace safety.
• We offer a fair compensation package.
• We offer health insurance, paid leave, and retirement benefits.
• We offer a diverse working environment that is collaborative and aims to create a workplace where you will be valued, proud, empowered, respected, developed and rewarded.

Location

You will be onsite in our Bay Minette, Alabama location. #LI-Onsite