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)
Le process de recrutement
Je postule et je suis contacté(e) par l'équipe RH.
Je rencontre l'équipe RH en personne ou en video-conference.
Je passe un entretien avec le Directeur Général exécutif de la zone Americas
Je commence l'aventure Haulotte