Customer Service Representative

Xtalks; Winn (MI); On-site; USD 35,000 - 52,000; Full time

Job summary

Xtalks in Michigan is seeking a customer service oriented professional to join our support team. You will handle dealer and customer inquiries, maintain accurate records, and collaborate across departments to resolve issues related to orders, credits and returns.

The role requires patience, empathy, and the ability to multi-task in a fast-paced environment, with a commitment to delivering positive outcomes, proactive communication, and a high level of professionalism in all interactions with

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)
• Process all part sales credits (Common and Annual)
• Process all customer service expense parts orders
• Process any freight pick-ups, claims and credits
• Work cross-departmentally to improve and sustain processes to ensure customer satisfaction

Skills

Customer service

Verbal and written communication

Team collaboration

Self-starter

Multitasking

Stress management

Problem solving

Education

High school diploma or equivalent

Tools

JD Edwards

Microsoft Office

Job description

• 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

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

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