Customer Service Representative

Evolving Solution Services; Suwanee (GA); On-site; USD 38,000 - 52,000; Full time

Job summary

Develon North America seeks a Customer Service Representative in Suwanee, GA to handle service parts inquiries and issues. You will research, troubleshoot, and provide information to dealers and customers, expediting availability and shipments while maintaining dealer order accuracy.

The role requires 2–4 years in customer service, strong communication, and the ability to learn mechanical and operational aspects of construction equipment. SAP experience is preferred.

Qualifications

• High school diploma required.
• 2–4 years of customer service experience preferred.
• Strong written and verbal communication skills.
• Ability to learn mechanical/operational aspects of equipment.

Responsibilities

• Handle inbound/outbound calls and emails relating to service parts questions and issues.
• Research, troubleshoot, and provide information to dealers/customers to resolve parts issues.
• Expedite availability, shipment, orders, and back-orders; follow up with materials team.
• Perform dealer order maintenance and track delivery dates.
• Input call/email data into tracking system for metrics and case research.
• Capture customer feedback and suggest process improvements.
• Maintain knowledge of policies for different customer types.
• Support logistics with freight cost rating and claims filing.
• Update SOPs and keep them organized.

Skills

Customer Service

Communication

Problem Solving

Multitasking

Time Management

Education

High School Diploma

Tools

SAP

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative

Full Time Suwanee, GA, US

2 days ago Requisition ID: 1000

Description

Represent Develon North America on incoming and outgoing calls and cases relating to service parts questions and problems. Research, troubleshoot, and provide information to dealers/customers to resolve open issues regarding parts questions. Expedite and follow up on availability and shipment of parts, new product orders, and back-orders. Perform dealer order maintenance and follow up on availability dates from the materials team.

Customer Support

• Proficiently performs in a fast-paced environment, which includes managing a high volume of calls and emails.
• Effectively establish relationships with dealers/customers through phone and email communication.
• Communicate effectively and efficiently on difficult topics, such as parts no longer available, long lead-times, missed orders, incorrectly shipped orders, etc.
• Expedites and follow-up on availability, backorder status, order and shipment tracking including released and unreleased orders.
• Capture voice of the customer and identify, create, and execute process improvements proficiently, including making suggestions for improvements.
• Maintain strong knowledge of the policies for each type of customer.
• Processes invoices and facilitates return requests for Korean vendors direct.
• Proficiently inputs call/email data into a tracking system to provide proper call metrics and case research analysis.
• Proficiently research entry level technical questions and part identification through stock investigations and online parts systems.
• Support logistics with freight cost rating and claims filing.
• Updates team SOP’s and maintains organization of SOP’s.

Requirements

• High School Diploma
• At least 2-4 years of customer service experience, preferably in service or technical-related service field
• Ability to learn and understand the mechanical and operational requirements of construction equipment.
• Excellent written and verbal communication skills
• Possess strong computer skills with experience in Microsoft Outlook and Excel
• Ability to multi-task in a fast-paced work environment
• Self-motivated and results-oriented with proven problem-solving ability.
• Experience and knowledge with SAP required.