Aftermarket Customer Support Representative

Who is Kibble Equipment?
Whether old or new, seasoned or just-starting-out, fast-paced, or slow-and-steady... and everything in-between. We strive to improve customers lives with innovative services and solutions by surrounding ourselves with exceptional people and products. Join a progressive team and one of the most successful John Deere Ag dealers in the country. With 22 locations across Iowa, Minnesota, and South Dakota - Kibble Equipment offers an exciting work environment, opportunities to grow in your career, excellent benefits, and the chance to work with great people throughout our communities.
Position Summary
The Aftermarket Customer Support Representative will support Kibble Equipment by providing rollover customer call support for all store locations, along with supporting online order transactions through ACCESS. The successful candidate will provide detailed part information to customers and complete the sales transaction from inquiry to invoice when possible. The Aftermarket Customer Support Representative will use a combination of tools including phone, text, email, chat, and video to provide excellent service to customers. Outbound, proactive contacts will be made to inform customers about purchase opportunities for Kibble Equipment parts and service products. The successful candidate will also provide administrative support for other Parts activities when not engaged with customers.
Job Responsibilities

• Receive calls that roll over from store locations due to high call volume or staffing shortages.
• Triage customer inquiries to answer questions, complete transactions, or ensure the best possible follow up by appropriate personnel.
• Manage the ACCESS online order process to complete transactions in cooperation with the store locations and ensure thorough follow-up with customers.
• Complete select outbound call, text and email campaigns with customers to promote parts and service opportunities.
• Support other customer call initiatives, including unified after-hours call support, in cooperation with the store locations.
• Complete administrative duties including online stock maintenance, rebate submissions, and other program administration as needed.
• Support the bulk fluids programs by proactive and reactive customer contact, as well as scheduling, in cooperation with the Corporate Parts Distribution Analyst and the Bulk Oil route drivers.
• Work with the Corporate Parts Analyst team to analyze inventory, facilitate transfers, and optimize surplus returns to ensure the highest quality and breadth of stock across the organization.
• Support the store locations with incidental projects and needs, such as physical inventory, merchandising, bin or location reassignments, or filling in for parts personnel in special circumstances (may require overnight stays)
• Provide training to current and new parts employees in areas of knowledge or expertise
• Demonstrate a genuine concern for the company while exhibiting outstanding communication skills and cooperating with other departments and locations.
• Promote teamwork, maintain a positive attitude, and support the concept of one face to the customer.
• Execute other responsibilities and duties as assigned by the supervisor.

Qualifications

• 5+ years of John Deere dealership experience, assisting customers at the parts counter or as a field aftermarket sales representative.
• Thorough knowledge of EQUIP or CDK business systems in a John Deere parts sales environment.
• Exceptional customer service skills demonstrated through direct customer sales and support interactions in previous roles.
• Technical knowledge or ability to quickly adopt and utilize various communication technologies including call system management, group and one-on-one text, email, live chat, video, or other communication media as adopted by the company.
• Advanced Microsoft Office skills with emphasis on Microsoft Excel capabilities.
• Ability to effectively communicate individually and in group settings with customers and employees.
• Willingness to work extended hours, split shifts, and weekends when required.
• High School Diploma or GED equivalent required.

Preferred Qualifications

• Experience with a Customer Relationship Management software package preferred.

Benefits
Kibble offers a highly competitive salary and benefit package including health, vision, and dental insurance, paid time off and paid holidays, Health Savings Account (HSA), 401k and Roth Retirement Savings with employer match as well as Life and Disability Insurance.
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