Customer Care Rep (Ripley, TN, US, 38063) - Military Veterans

Job Overview

The Customer Service Representative works in a call center environment, providing support to North American distributors through accurate and efficient order processing.  This includes entering, cancelling, and obtaining details of orders to advise distributors according to KAC parts policies, communicating with all KAC distributors by phone, email, and/or fax to provide information about parts orders and backorders, assessing and fulfilling customer needs, and educating the customer where applicable.

 

Scope



Responsible for a proportional share of the coordination of 82,250 orders annually by providing timely, accurate and up-to-date delivery promises on open backorders.  Effectively manage communications to a NA Distributor base of 1,300 locations which includes the Mining, Construction, Forest, Forklift and Utility business units.  Answer a proportional share of the 10,000 phone requests received monthly.  Key metrics are answer 97% of all calls, while answering 95% of those within 3 minutes.  

Key Job Responsibilities

• Requires professional telephone skills and ability to effectively communicate with DB’s and co-workers. Multi-tasking skills to get work completed and kept up to date via answering phones, emails, faxing, and working PREPS with minimal supervision.  Optimum response time is within 24 hours of initial receipt of backorder.



• Responsible for accurate and timely order processing in accordance with company policies and procedures with minimum supervision.  Order types include distributor orders, International, transfers, daily help outs, further manufacturing, firm future orders, direct ship marketing program orders and consignments.



• Advises Distributors of the expected delivery time and explain in detail as delays, changes to orders, routing, price and availability for all open backorders.  Keep good records of customer responses and record details of inquiries, complaints, comments, as well as actions taken in PREPS.  Tokyo backorders must be followed up on a daily basis to ensure DB’s are up to date with the most recent ship dates (etds) and shipping information.



• Organize and schedule work with minimum of supervisory direction.  Acceptance of changes in priorities and additional workload such as helping co-workers in the department with their daily working PREPS desk to ensure that all desks are complete at the end of the business day.



• Ability to research problems and provide alternatives for distributors through alternate sources such as other DB inventory, kit availability, assemblies, PIPS comment screens.  Analyze all information and evaluate results to choose the best solution to solve problems for all emergency and unit down backorders.



• Working knowledge of internal systems such as PIPS, PREPS, PWINS (construction & forklift parts), KMG-Germany, Valmet-Sweden, KAC Extranet, and DB lookup.  Experience using the Microsoft Office Suite including Excel, Word, and Access.  



• Knowledge and understanding of all Marketing Program codes, orders, and special pricing.  Knowledge and understanding of the ASL and Non-ASL distributors and the contract codes the DB’s carry to be able to order certain brand parts.



• Be able to track shipments with minimal supervision by using Sharepoint, ocean tracking, and internet.  We must communicate with Import to help us keep track of overseas shipments in to Pierce Pkg.



• To arrange special shipments with minimal supervision by collaborating with Logistics on hot shots and changes that need to be made per DB’s request.  Communicate with Pierce Pkg. on parts shipping into their facility that we need received and on the Komatsu side ASAP for HOT orders or unit downs to ship out.



• Be able to file and keep records of Reclass orders, upgrades, and changes that have taken place within the DB network such as their address, phones, emails, and fax.  

Qualifications/Requirements

• Seasoned general business or industry experience.  High School diploma required.  College degree a plus.



• Extreme sense of urgency.



• Personally accountable and welcomes responsibility.



• Ability to effectively communicate orally and in written form.



• Knowledge of internal systems such as PIPS, PREPS, Baan, PWINS, Passion and K-Planet.



• Proficient PC skills. Knowledge and experience using the Microsoft Office Suite of programs including Word, Excel, and Access.



• High attention to detail in a fast pace multi-task environment.



• Regular attendance.



• Physical Requirements:  While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (lift, carry, move) light to medium weights of 1-10 pounds.  Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information.  The associate frequently is required to sit, reach with hands and arms, talk and hear.

Additional Information