Customer Service Representative III

Job Title: Customer Service Representative III 35104

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.
• Support dealer inquiries daily by chat, email, and CCMS within Parts Support Services
• Respond, consult, and provide information related to parts return inquires
• Review and considers approval for authorizing monthly surplus returns and returned good authorization (RGA) requests
• Determines if it is appropriate to issue a handling fee for return goods
• Consider approval for all miscellaneous debits and credits such as price queries, missing credit, pallets, etc.
• Communicate with carriers and outside suppliers to resolve dealer inquiries
• Provide cross functional support to warehouse operations
• Support team metrics while working in a high-volume/high-pace environment

Responsibilities:

• 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 and hours:

• Mon-Fri 8-4:30 pm

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 returns
• Experience with Distribution Network System (DNS)