Bilingual Customer Service Representative (Parts) Job Description:
RESPONSIBLE FOR:
Monitor MD and EO orders daily for the assigned customers.
Ensure all MD and EO orders are processed in a timely manner per our policy.
Update customers on the status of any MD orders.
Report any data, shipping, or warehouse issues that arise that would prevent MD and EO orders from processing.
Follow up on any back orders with procurement and update customers frequently.
Monitor Stock orders as needed and ensure all orders are allocated to physical or inbound inventory.
Review supersessions and IC2s to determine alternative parts for customer orders.
Monitor and respond to CRM cases/backlog and phone calls from LATAM Dealers in a timely manner.
Participate in weekly/monthly meetings to discuss Dealer concerns, updated forecasting, and critical issues.
Support the team with tasks related to parts return and shipment discrepancies.
Other duties as assigned
Key Skills / Characteristics
Bilingual (preferred; English and Spanish)
Proficiency in root cause analysis and problem-solving skills
Ability to operate well under pressure
Sense of Urgency
Positive attitude and disposition
Customer First focused approach and willingness for direct internal/external communication
Strong focus on and attention to detail
Effective communication in a multi-cultural environment setting.
Team player with a positive attitude who displays willingness to assist in any circumstance.
Microsoft Office suite with Excel skills.
Excellent Communciation Skills
Key KPIs
Call logs
Discrepancy list
CRM case management
Customer Communication
Team development
FORUMS (NETWORK OF INTERACTION)
External:
Dealer CEO, VP, Service Manager, Parts Manager
CPD
Internal:
All other departments
REQUIRED KNOWLEDGE & EXPERIENCE
High School diploma
5+ years of Customer Service Experience
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