Address
Form of work- Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes.
- Assists supervisors in the continuous improvement of the Customer Service delivery process and conducts Customer Service training for entry level staff.
- 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 in order to provide history and tracking of issue resolution.
- 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.
- 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.
As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.
