Bilingual Spare Parts Call Center Technician

Description

Responsibilities

• Answer phone call and emails from Customers and assist them with questions, ordering parts, and resolve accounts related questions. 
• Always focus on customer satisfaction.
• Provide Spare Parts Numbers and Prices.
• Provide global offers and delivery times for specific parts.
• Enter Spare Parts orders in the System.
• Initiate RMAs as needed.
• Follow up with customers and departments (purchase, supply chain, warehouse) on offers, quotes and orders to maximize sales and close service orders.
• Run reports in ERP system: RMA and parts shipping delays, etc.
• Make customers aware of current parts promotions including the benefits of purchasing from alternative sources (e.g. Easy Spare Parts, SmartEquip, and My Haulotte).
• Collect Customer data (e.g. contact, serial number, machine information)
• Initiate Warranty Claims as appropriate.

Skills

• Fluent in both English and Spanish both written and verbal.
• Customer service skills – conflict resolution, defusing situation, customer empathy.
• Ownership in solving customer concerns – ensure that the customer’s problem is solved.
• Ability to read schematics (e.g., hydraulic, electric, and electronic) and exploded diagrams.
• Computer skills – ability to navigate through ERP systems, Microsoft Office, and manage multiple software platforms on different monitors.
• Track record of over-achieving quota.
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Bilingual Preferred – English/Spanish.

Experience & Educations:

• High school degree.
• 1 to 3 years of call center experience Preferred.
• Technical experience of support equipment (mechanical maintenance on construction equipment - Preferred)