Essential Functions of the Job:
Assists in maintaining operation of Customer Service Department using management skills, company/product knowledge, and instructing and/or delegating work to department personnel
Performs various customer service functions including answering phones, computer order entry, expediting/tracking parts orders and/or whole goods, and customer assistance in determining correct service parts required.
Expedites parts on back order using computer to source parts locations
Assists in tracing lost or delayed shipments by providing precise and accurate information to appropriate carriers to assist with expedient shipments
Provides information to dealers regarding pricing, terms, discounts, weights, etc.
, as requested.
Uses knowledge of products, pricing structure, price books, parts manuals and other reference materials.
Calculates dealer net prices on parts and whole goods
Assists retail customers by providing dealer location information for best possible service
Calculates and prepares credit and debit memos for customer and dealer accounts for shipment shortages and/or incorrect shipments.
Prepares return material authorizations accurately on proper forms.
Assists in administration of all applicable sales programs.
Handles "special" sales, bids, pricing, parts sales, and truck load freight pricing fairly and reasonably
Assists in planning and/or conducting monthly departmental training sessions
Travels to warehouses, shows and for training
Knowledge, Skills and Abilities (KSA's):
Excellent communication skills required, both verbal and written.
Good Human Relations skills necessary
Must be able to prioritize work schedule, work under pressure, and meet goals/objectives
Good leadership skills required, ability to problem solve, persuade and motivate essential
Good computer and math skills required
Must be able to read and understand reference books, price books, parts listing and other information sources
Must be able to analyze and forecast purchase requirements
Education and Experience:
High school diploma or GED certificate required.
Associates or Bachelor degree preferred
Minimum 1 – 2 years of experience in a Sales/Marketing/ Customer Relations/Service environment.
Knowledge of farm equipment preferred
Knowledge of inventory system preferred
Working Conditions:
Must be able to sit for extended periods of time
Must be able to work overtime, including weekends
May be required to travel up to 10% of the time
Requirements:
Customer Service Representative assists dealers in determining equipment lead times for retail sales by providing accurate information regarding availability on whole goods orders and production.
Determines shortages fairly and accurately and mediates discrepancies for the protection of the Company and the satisfaction of the customer.
Studies forecasts and sales to determine recommendations for purchasing parts and whole goods.
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