Job Details
Customer Service **Primary Responsibilities**
* Communicates with employees, dealers, and/or end users via phone, fax, or email regarding "Hot Ship" dates for Draper orders. Investigates and communicates with Sales regarding purchased parts that are late causing delay in shipments, freeze time zones, or reasons behind why expedited dates cannot be secured.
* Researches and responds to calls on RMAs, credits, freight issues, or status of shipment dates. Follows up with customers accordingly. Delivers rush and change orders to order entry. Communicates extreme return, status, and freight disputes with management.
* Maintains "Hot Date" program and product information reports.
* Backs up employees in the Customer Service Department such as Traffic Support, Order Status and Returns.
**Minimum Qualifications**:
* Strong verbal and written communication skills
* Good organization, multi-tasking, negotiating and problem-solving skills
* Strong interpersonal skills, i.e. ability to interact with tact and diplomacy
* Demonstrated experience with resolving difficult customer situations. Must be able to handle stressful situations that can be time critical. Must be able to think outside the box to research possible scenarios or solutions for the customer on freight damages, lost freight, product return authorizations, purchasing issues, product knowledge, Draper procedure and order status situations.
* Proficient with Microsoft Office. CRM experience is a plus.
* Prior customer service experience is helpful.
Location (city, state or zip code) You must select a location. Education status You must select an education status answer. Seeking for You must select a seeking status answer.