JOB DESCRIPTION – CUSTOMER SERVICE / PARTS SALES
This position works under the supervision of the Owners and Managers of Rogue Enterprise, LLC and is responsible for acting as a liaison between customers and the company. Assists with complaints, orders, account questions, inventory, and other duties as assigned.
Job Purpose
Customer Service Representative is responsible for the daily inquiries of customers.
Primary Duties and Responsibilities:
• Resolve customer complaints via phone, email, mail, or social media.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Assist with placement of orders, refunds, or exchanges.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Answer questions about warranties or terms of sale.
• Suggest solutions when a malfunction occurs.
• Handle product recalls
• Sell products and services.
• Work to ensure purchased items are being delivered in a timely manner.
• Close out or open call records.
Office Duties and Responsibilities:
• Use computer programs such as word processing, spreadsheet, and database programs for sales.
• Sort incoming orders and courier deliveries for distribution
• Forward incoming general e-mails to appropriate staff members
• Forward voice mail from general mailbox to the appropriate staff member
Qualifications:
• Be familiar with all the parts and assemblies often related to the Dump Truck industry.
• Must have experience in customer service and or parts sales.
• Must have good computer skills i.e MS Office / Excel / Data base programs like Fishbowl or Dealer Trax.
• Must be acquainted with taking orders and receiving credit card info.
Education
• High School Diploma, or Equivalent
Knowledge, skills and abilities Proficiency in the use of computer programs for:
• Microsoft Word
• Databases / Fishbowl, Dealer Trax or other ERP Software
• Excel Spreadsheet
• E-mail
• Internet
Knowledge, skills and abilities: Experience working in:
• Parts sales (preferred)
• Customer Service (preferred)
• Shipping / Receiving
• Warehouse / Inventory
Personal characteristics
All Staff need to:
• Behave Ethically: Understand ethical behavior and business practices and ensure behavior is consistent with these standards and align with the values of the organization.
• Build Relationships: Establish and maintain positive working relationships with others both internally and externally to achieve the goals of the organization.
• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
• Client Needs: Anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
• Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Organization: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.
Experience
• 1-3 years of experience in parts sales.
