Perform a variety of duties to assist both customers and internal JENSEN USA employees by processing requests to return merchandise related to the replacement and return of parts for the complete line of JENSEN equipment; as well as supporting equipment from various outside vendors. Coordinate the development and maintenance of recommended spare parts kits. EXCELLENT CUSTOMER SERVICE AND COMMUNICATION IS A MUST.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Professionally and courteously handle incoming calls, addressing customer inquiries and resolving complaints regarding parts, both from within and outside the office setting.
· Gather necessary details to identify the required part based on the customer's description of the issue, recommending alternatives or modifications when the exact replacement is unavailable.
· Provide information on the use and specifications of various parts to customers.
· Utilize schematics, diagrams, manuals, and computer databases to ascertain the correct part, its stock number, and pricing for replacements.
· Collaborate with service technicians, service managers, our internal factories, and manufacturers of external equipment to address complex technical challenges, elevating the most difficult issues to the supervisor for further assistance.
· Secure a purchase order number and collect all vital data to ensure accurate processing, shipping, and billing of customer spare parts orders.
· Input and access information in computer systems to generate pick lists for the Shipping Department and facilitate order invoicing by the Accounting Department.
· Demonstrate proficiency in basic office software tools such as EXCEL, Word, Email, Internet, and CRM support system for daily tasks.
· Actively communicate with customers regarding pricing, backorders, delivery delays, or any issues related to their orders.
· Checks and approves credit within established limitations and advises customer if account has been placed on hold.
· Work closely with various internal teams to ensure seamless delivery of parts and handle any emerging issues.
· Collaborate with the Accounting Department to address and resolve any billing or credit discrepancies.
· Compile and maintain a comprehensive list of spare parts for machinery and customer records.
· Process and issue Return Authorization numbers for customer returns.
· Perform other related duties as assigned.
- This is not a comprehensive listing of job responsibilities and other duties may be assigned, including responding to customer spare parts order requests via phone or e-mail when necessary.
Benefit Conditions:
- Waiting period may apply
- Only full-time employees eligible
COVID-19 Precaution(s):
- Remote interview process
- Personal protective equipment provided or required
- Temperature screenings
- Social distancing guidelines in place
- Virtual meetings
- Sanitizing, disinfecting, or cleaning procedures in place
Work Remotely
This Job Is Ideal for Someone Who Is:
- Dependable -- more reliable than spontaneous
- People-oriented -- enjoys interacting with people and working on group projects
- Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
- Detail-oriented -- would rather focus on the details of work than the bigger picture
- Achievement-oriented -- enjoys taking on challenges, even if they might fail
- Autonomous/Independent -- enjoys working with little direction
- Innovative -- prefers working in unconventional ways or on tasks that require creativity
- High stress tolerance -- thrives in a high-pressure environment
Job Type: Full-time
Pay: $17.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
Experience:
- Customer Service: 3 years (Preferred)
License/Certification:
- Driver's License (Preferred)
Work Location: In person