Description

　　Duties & Responsibilities:

　　Provide customers consultation and solutions that offer a positive customer experience.

　　Provide shipping solutions and determine the best deal possible for the customer and the company.

　　Support each department from Sales, Rental, Service, and Corporate Services.

　　Participate and complete training as required and/or available

　　Proactively pursue need by dates to manage emergency fees and freight charges.

　　Release and process customer back orders.

　　Participate in phone soft skill monthly training meetings.

　　Participate and complete training as required or available.

　　Provide customer support for walk in and phone, and email customers.

　　Look up parts and process orders for customers as needed.

　　Find up-sell opportunities and advise the customer of additional related parts (e.g. gaskets/seals/hardware)

　　Maintain accurate customer and equipment information in the Customer Resource Management tool (CRM)

　　Keep customers informed of new parts, services available, and dealer merchandising programs.

　　Advise customer on substitution of part when replacement is not available.

　　Proactively manage customer expectations related to back orders.

　　Required Qualifications:

　　A continuous commitment to working safely.

　　Willing to promote a teamwork attitude working closely with all departments throughout the company

　　Customer Service Proficiency/Aptitude: Ability to add value to our products and service. Build relationships between our dealership and customers.

　　Strategic Organization: Need to have the ability and self-discipline to use time, energy, resources, etc. in an effective way to achieve department and company objectives.

　　Takes Initiative: Ability to envision and understand a described goal, objective, concept, or strategy and takes the initiative to get there.

　　Communication: Ability to work and communicate well with co-workers and customers. Reacts well under pressure.

　　Understands the urgency of our industries and the need for getting their equipment repaired as quickly as possible

　　Understands problem ownership. When given a problem will take ownership of it and determine a solution for the customer while maintaining the integrity of the ICM team

　　Preferred Qualifications:

　　Training or background in customer service phone skills

　　Experience in customer facing roles

　　Experience in the aggregate industry

　　Qualifications

　　Skills

　　Preferred

　　Time Management: Expert

　　Problem Solving: Expert

　　Ability to Meet Deadlines: Expert

　　Communication Skills - Phone, Email, Etc.: Expert

　　Ability to Work in a Team Environment: Expert

　　Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

　　The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)