Customer Care Representative

Summary description

CUSTOMER SERVICE REPRESENTATIVE (Customer Care Representative) are primarily responsible for facilitating customer needs and requests in a way that is informative, productive and efficient. Utilizing their knowledge of the parts they sell, they can greet customers, help them locate the parts they need, educate them about part function, provide price, availability, and secure sales.

Environment

TLD SPARE PARTS America team is an international and dynamic team. We have a very strong group spirit of cooperation and support each other for the benefit of the company and our customers.

We are customer driven. We aim excellence and support our customers the best we can. We target long term relationship that generate continuous sales and growth.

We go above and beyond for our customer, to make sure they get their parts as fast as possible. Arranging drop shipments from all over the word and using our global network of warehouses and forwarders.

Essential Duties & Responsibilities:

Business hours: 8hours/day

• Manage Customers under your responsibility for spare parts as delegated by the Spare Parts Hubs Manager

• Communicate with your customer; answer their request in a timely fashion, and contact them to promote our products. Develop cooperation to increase sales in your portfolio.

• Process customer request for quotes through our quotation module called SPQ, from a variety of sources including, but not limited to email and telephone.

Be able to provide technical support for parts search, involve our technical team for help if needed, and always keep our customers up to date of the progress until we have a solution for them.

• Process orders in our ERP system and organize shipments in accordance with TLD’s policies and procedures. Keep your customers up to date of the status of their order until delivered and troubleshooting.

• Understanding the market demand and assist our purchasing team, as well as your spare part manager to advice parts to be stocked in our region.

• Exercise discretion on the prioritization and execution of daily tasks and projects in order to perform required work on-time and to satisfactory quality. Take notes, be organize and clear are keys of success in this position.

• Be a team player; get support from your colleagues based on their specialty and help them at the best of your ability. Be multitask and flexible for the benefit of our customers. Do not let pressure or personal feeling go in between with your work & duty. Communication is a key of success.