Customer Service Representative

Tenco Inc.; Northern (KY); Hybrid; USD 30,000 - 42,000; Full time

Job summary

Alamo Group is seeking a customer service professional to handle inbound dealer and customer calls and emails, while coordinating with internal teams to resolve orders, credits, and issues. The role includes managing ecommerce user accounts and processing various credits and freight activities.

The candidate should have a high school diploma, strong communication skills, and basic computer proficiency. JD Edwards experience is preferred and a team-oriented, proactive work ethic is valued.

Qualifications

• 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.

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

Skills

Patience & empathy

Communication skills

Multi-tasking

Customer service experience

Education

High school diploma or equivalent

Tools

Microsoft Office

JD Edwards

Job description

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

Overview

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

EEO Statement

EOE Minorities/Females/Protected Veterans/Disabled. Drug Free Workplace

Alamo Group is proud to be an Equal Employment Opportunity, Affinative 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).

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please email [e-mail].