Parts Customer Service Representative

JCB North America; Pooler (GA); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

JCB North America is seeking a customer service specialist to be the primary contact for dealers and Direct Sales customers, handling parts inquiries, orders, and status updates. You will use online tools, collaborate across departments, and provide timely, professional support to keep operations moving.

The role requires excellent communication in English and Spanish, strong problem-solving skills, and the ability to work in a fast-paced environment.

Qualifications

• 1 year of customer service experience
• Must be bilingual in Spanish & English
• Must pass drug screens, background checks, and pre-employment tests

Responsibilities

• Handles dealer or Direct Sales customer parts inquiries in a timely and professional manner
• Demonstrates active listening skills to ensure that internal and external customers’ issues are understood and addressed
• Expedites dealer back-order requirements with WPC Operations
• Communicates with the World Parts Center via Tech web, email and telephone to identify part availability, delivery status of backordered parts, and other part issues
• Identifies all options available to improve the delivery of backordered parts
• Provides expedited service for critical, machine-down situations up to and including the quarantine of new machines from the Supply Group to remove and ship the required parts
• Works with internal departments functioning both as vendor and customer depending on the circumstances
• Provides training and support to dealers in the use of online tools including the Dealer Portal and Tech web
• Provides training and support to Direct Sales customers in the use of online tools including the Dealer Portal and Salesforce
• Performs other customer support functions as required to meet and exceed department goals and expectations
• Other duties as assigned

Skills

Bilingual Spanish & English

Strong communication

Detail-oriented

Education

Bachelor’s degree in business or related field

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Teams

Microsoft Project

Job description

Company Profile

With over 80 years of innovation, JCB is the world’s largest privately owned manufacturer of construction and agricultural equipment. Operating 23 manufacturing facilities across four continents— including the United States, the United Kingdom, India, and Brazil—JCB produces a diverse portfolio of more than 300 products. These include telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, access aerial work platforms, rough terrain forklifts, and tractors.

Company Profile

With over 80 years of innovation, JCB is the world’s largest privately owned manufacturer of construction and agricultural equipment. Operating 23 manufacturing facilities across four continents— including the United States, the United Kingdom, India, and Brazil—JCB produces a diverse portfolio of more than 300 products. These include telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, access aerial work platforms, rough terrain forklifts, and tractors.

Position Purpose

This position is the primary point of contact for dealers and Direct Sales customers to raise parts issues, place orders, make order status inquiries and process parts claims.

Position Type

Full Time, Non-Exempt

Location

Onsite, 2000 Bamford Blvd Pooler, Georgia 31322

Benefits And Other Compensation

JCB offers a comprehensive benefits package, including medical, dental, and vision insurance; 401 (k) retirement plan; paid time off and paid holidays.

Major Tasks, Responsibilities & Key Accountabilities

• Handles dealer or Direct Sales customer parts inquiries in a timely and professional manner
• Demonstrates active listening skills to ensure that internal and external customers’ issues are understood and addressed
• Expedites dealer back-order requirements with WPC Operations
• Communicates with the World Parts Center via Tech web, email and telephone to identify part availability, delivery status of backordered parts, and other part issues.
• Identifies all options available to improve the delivery of backordered parts.
• Provides expedited service for critical, machine-down situations up to and including the quarantine of new machines from the Supply Group to remove and ship the required parts.
• Works with internal departments functioning both as vendor and customer depending on the circumstances.
• Provides training and support to dealers in the use of online tools including the Dealer Portal and Tech web.
• Provides training and support to Direct Sales customers in the use of online tools including the Dealer Portal and Salesforce.
• Performs other customer support functions as required to meet and exceed department goals and expectations.
• Other duties as assigned

Minimum Qualifications

• 1 year of customer service experience
• Must be bilingual in Spanish & English
• Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

Preferred Qualifications

• Bachelor’s degree in business or related field
• 3 years of customer service experience in a related industry

Knowledge, Skills, Abilities & Competencies

• Strong problem-solving and analytical skills.
• Ability to work in a high-stress environment.
• Detail-oriented and able to work independently.
• Collaborative approach to resolving issues impacting various groups across the enterprise.
• Ability to understand processes (system and non-system), troubleshoot, develop, and recommend solutions.
• Enjoy working in a dynamic environment and be a self-motivated team player.
• Working knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Teams, and Microsoft Project.

Job Conditions

• Both office environment and occasionally manufacturing/factory environment.
• Subject to noise and temperature changes.

Physical Requirements

The physical demands described here are representative of those required of an employee to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to:

• Remain stationary, operate hands to finger, handle, or feel, reach with hands and arms, and talk or hear.
• The employee is occasionally required to stand and move and/or walk.
• The employee must frequently move and/or transport up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus.

Equal Opportunity Employer

JCB is an equal employment opportunity (EEO) employer in accordance with applicable federal, state, and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment at every location where the company has facilities. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability statute, or any other characteristic protected under federal, state, and local laws. EEO EMPLOYER/VET/DISABLED.

Reasonable Accommodation Statement

JCB complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the JCB Human Resources team at [e-mail].

JCB Inc. is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S., which can be found through our website at https://www.jcb.com/en-gb/about/careers.

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.