Address
Form of workJob Description
Overview:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment.
Position: Customer Service Representative
Location: Milan, IL, 61264
Duration: 12 Months
Job Type: Contact
Work Type: Onsite
Job Description:
- Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the Customer Service delivery process and conducts Customer Service training for entry level staff.
DUTIES:
- Researches, analyzes, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues.
- Coaches and assists less experienced staff in meeting expected Customer Service and satisfaction goals. Contacts customers to resolve outstanding Customer Service issues.
- Assists supervisors in the continuous improvement of the Customer Service delivery process.
- Conducts Customer Service training for entry level staff.
- Documents customer interactions and product/service issues, entering descriptive information online to provide history and tracking of issue resolution.
Specific Position Requirements:
- Support dealer inquiries daily through Chat, email, and written communication within the Parts Support Services Contact Center.
- Provides responses and/or solutions to basic customer inquiries, problems and concerns. Serve as initial point of contact for dealers.
- Support team metrics while working in a high-volume contact center environment.
- Provides dealer assistance pertaining to parts availability, carrier changes and backorder status to equip dealer with most up to date and accurate information.
- Train and assist dealer personnel with electronic ordering and information systems to maintain a high level of support to customers.
- Investigate system error messages on dealer orders and contact dealers as necessary to cancel or prepare orders for re-entry into the system
- Provide tracking and tracing for all orders shipped from Client or a supplier.
- Communicate with carriers and outside suppliers to obtain tracking and invoice information.
- Responds to dealer questions concerning Special Terms Programs orders, vendor direct ship orders and communicate with suppliers to provide the current status of orders.
- Consider approval for all miscellaneous debits and credits such as price queries, shipping errors, etc.
- Investigate overage and shortage claims using various methods, such as, pick trip review and calling all dealers on that same trip.
- Serve as after-hours emergency contact for dealers requiring assistance (rotational basis).
- Provide cross functional support to warehouse operations teams.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
