Customer Service Representative

Alamo Group Inc. • Winn, MI • 2d ago

Job Summary: This position requires a high level of patience and empathy for the customer and dealer and should be considered, before all else, a customer service position. The qualified candidate must be able to multi-task, prioritize and handle stress yet maintain a positive professional attitude.

General Responsibilities:

Receive incoming calls from dealers and direct customers from the Customer Support Call Center M-F, 8:00 a.m. - 5:00 p.m.

Handle incoming emails from dealers, customers and through the Ecommerce site

Communicate inter-departmentally and cross-departmentally to ensure all needed parties are aware of status of an open order, credit or any issue to be resolved

Manage user accounts for Parts Sales Ecommerce site (currently shop.morbark.com)

Manager user accounts for the RMA request site (currently Frontlines)

Process all part sales credits (Common and Annual)

Process all customer service expense parts orders

Process any freight pick-ups, claims and credits

Work with warehouse and logistics on shipment quotes, tracking, changes and issues

Process LOR repair orders

Process employee sales and freight bills

Manage the backorder report and open order report

Monitor all expedite and customer down orders for dealers to ensure proper steps have been take and communication is made

Process all ship-direct orders for dealers due to expedition

Work cross-departmentally to improve and sustain processes to ensure customer satisfaction

Job Requirements:

High school diploma or equivalent

Customer Service experience is preferred

Effective communication skills both verbal and written

Basic Computer Skills including Microsoft Office

JD Edwards experience is preferred

Self-starter with strong work ethic

Team player, able to work with others to accomplish a common goal

Note: The above statements are intended to describe the general nature and level of work being performed by the individuals assigned to this job. They are not intended to be construed as an exhaustive list of all duties.

Alamo Group is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will be considered without regard to race, national origin, color, religion, age, genetics, sex, sexual orientation, gender identity or expression, disability or veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing (where permitted by law).

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