Customer Support Specialist

oshkoshcorporation; McConnellsburg (PA); On-site; USD 45,000 - 65,000; Full time

Job summary

JLG, an Oshkosh company, is seeking a Customer Support Specialist to resolve inquiries, provide product information, and ensure a seamless, positive experience for customers with orders and quotes.

You will collaborate with engineering research to identify replacement parts, confirm pricing and availability, process orders, returns, and credits, and participate in continuous improvement efforts while mentoring teammates.

Qualifications

• Bachelor's degree in business administration, communication, marketing, or a related field with 2+ years relevant experience.
• Equivalent combination of education and experience acceptable.
• Strong customer service orientation and problem-solving skills.

Responsibilities

• Provide best-in-class customer service with accurate, timely responses.
• Stay up to date on equipment, models and systems relevant to order management.
• Identify parts, pricing and availability and resolve order discrepancies.
• Process quotes, invoices, purchase orders, returns and credits; resolve transactions.
• Collaborate with internal teams to ensure organized, timely information sharing.

Skills

Customer service

Communication skills

Microsoft Office

Bilingual language

Education

Bachelor's degree in business administration, communication, marketing, or a related field

Tools

XA ERP

Salesforce

Online Express

Edge systems

Job description

About JLG, an Oshkosh company

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products-including mobile elevating work platforms, telehandlers, utility vehicles and accessories-can be found all over the world.

The dedicated and personable Customer Support Specialist will possess excellent communication skills, a passion for helping others, and a commitment to providing outstanding customer service. This role involves interacting with customers to resolve inquiries, provide product information, and ensure a seamless and positive experience. Additionally, the position requires technical engineering research to ensure proper part identification and effective resolution of order management issues.

YOUR IMPACT

• Deliver "best in class" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful and professional demeanor with a strong customer focus.
• Stay up to date on equipment, models, and systems relevant to order management and product research.
• Demonstrate understanding, retention, and organization of information provided by the department.
• Provide technical support and customer service with correct replacement part determination, price and availability, as well as handling all aspects of customer orders, including resolving discrepancies.
• Resolve and defuse customer concerns effectively and courteously, ensuring the company's long-term success.
• Deliver comprehensive documentation of scenarios, follow-ups, and resolutions as needed.
• Enhance communication strategies to bolster parts sales, achieve goals and aid in the development, maintenance, and troubleshooting of programs and services, with a focus on promoting upselling.
• Engage in training opportunities to enhance skills in current technology and product knowledge and pursue personal growth to excel in providing exceptional customer support.
• Meet or exceed individual customer contact targets set by Management to help support the overall Departmental Key Performance Metrics (KPM).
• Actively participate in or present at departmental meetings to help determine the best course for the department's success and foster a learning environment.
• Offer to participate in new initiatives or existing tasks as they become available.
• Participate in training efforts for onboarding new Team Members and the continued education of existing team members.
• As needed, this individual manages the preparation and processing of quotes, invoices, purchase orders, returns and credits. They will also troubleshoot customer transactions, shipping/receiving activities to accurately access parts availability.
• Participate in and contribute suggestions for continuous improvement efforts, along with related documentation.
• Demonstrate the ability to mentor less experienced team members and serve as a role model. being regarded as a go-to person by colleagues.
• Entails supporting and responding to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, and the Aftermarket Sales and Service Managers as well as other internal departments. The goal is to ensure organized, accurate and timely dissemination of information regarding parts.
• Respond promptly and professionally to complex customer inquiries via phone, email, and chat.

MINIMUM QUALIFICATIONS

Bachelor's degree in business administration, communication, marketing, or a related field and two (2) or more years of relevant experience (equivalent to eight (8) years total in education and experience); OR an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

STANDOUT QUALIFICATIONS

• Strong ability to assist customers with a focus on enhancing their experience.
• Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment.
• Basic Proficiency in reading and applying engineering drawings and documents. (i.e. JED system)
• Basic Proficiency in reading and interpreting engineering hydraulic and electrical schematics.
• Previous experience in the automotive or heavy-duty equipment industry.
• Previous experience in a customer service-related field.
• Basic Proficiency in Microsoft Office applications.
• Written and spoken communication skills.
• ERP systems experience (XA) and various Edge systems (Salesforce, Online Express, etc)
• Proficiency in a second language (Spanish, French, etc.)
• Strong organizational skills with exceptional follow through and attention to detail.