Job Description

Bilingual Customer Service Representative (Parts) Job Description:

RESPONSIBLE FOR:

• Serve as a primary point of contact for customer inquiries, requests, and transactions.
• Assist Customers will parts identification, CONSITE and GOM navigation and the use of other systems.
• Assist with new dealer onboarding training via teams and other communication.
• Communicate effectively with freight forwarders to ensure timely delivery and manage documentation including SLI and CI.
• Handle documentation tasks including SLI and CI to facilitate smooth shipment processes.
• Ensure compliance with all relevant regulations and guidelines for international shipments.

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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