Position Title: Customer Care Specialist Position Number: 313693 Location: Louisville, KY Desired Skill Set: Call Center, Cost Reduction, Customer Service, MS Office 2003, Parts Analyst, Sales force Position Description: **C2C is not available** **Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.** Client Title: Customer Service Representative Job Title: Customer Service Coordinator Client Job ID: 9177964 Duration: 12 Months Location: Louisville, KY 40223 Job Description: Our client has exciting opportunities for you if you are interested in a Customer Services Coordinator position. This position is the initial point of contact for the Distributor/End Customer and end-user on customer service and order process issues. Each incumbent is assigned as the primary contact point for a number of Distributor/End Customer's but will also manage the daily queries from end customers using a Live Agent 'Online Chat' facility, Salesforce software and potentially accessing a number of internal systems to fully investigate each customer query to customer satisfaction levels. Job Duties/Responsibilities may include, but are not limited to: Coordinate Distributor/End Customer meetings, visits & communication. Execute a bi-annual Distributor/End Customer Satisfaction survey and ensuing cross functional action plans. Act as central point of communication between Distributor/End Customer and distribution center. Report performance metrics & actions plans to facing Distributor/End Customer and internally, such as Parts Availability, On time Shipping Performance, Shipping Quality, etc. Take accountability for facing Distributor/End Customers' order fulfilment metrics to globally agreed targets, such as Average Backorder Age, Estimated Ship date Velocity & Quality, etc, escalating where necessary to ensure optimal results for Distributor/End Customer orders & backorders. Work with facing Distributor/End Customer and Parts & Service Support Rep's so as to ensure optimal parts availability, through optimal use of Distributor/End Customer /End Customer ordering practices & priorities. Ensure Distributor/End Customer are trained in correct ordering and order fulfilment systems. Understand Distributor/End Customer requirements with regards to operations, customs and transportation and work with respective client & Perkins teams to strike the optimal balance between process standardization and Distributor/End Customer service. Coordinate with internal client & Perkins teams as required to anticipate and respond to Distributor/End Customers' queries on service parts distribution. Responsible for parts order administration for facing Distributor/End Customers, including the setting up & maintenance of Distributor/End Customer codes, datasheets and shipping instructions, raising invoices & credit requests as necessary, and responding to local Distributor/End Customer queries on invoicing & administration. Responsible for 1st Level parts identification requests, order entry systems & processing for facing Distributor/End Customer, including support in order entry or cancellation, and promptly answering or having answered urgent parts-order related enquiries. Responsible for all aspects of international orders, supporting the analysis and execution of compliant documentation and related administration. Accountable for ensuring that backorders for facing Distributor/End Customer (material not immediately available at Distribution warehouse) are filled to global order fulfilment targets, through primary search expediting, and through escalation of expedited orders as necessary on behalf of facing Distributor/End Customer . Ensure ongoing communication with Distributor/End Customer by phone, email, online Livechat Take responsibility for analysis & processing of parts claims & the related parts returns related to local operations and transportation. Education Requirement: University degree or equivalent work experience Fluent in English. Critical Technical Skills: Fluent with MS Office applications -------------DESIRED-------------------- Knowledge/Understanding of diesel engine technology and applications is an advantage, but not required Previous experience of Live Agent / Salesforce software is an advantage Soft Skills Required: Excellent interpersonal skills & a passionate customer focus Analytical & problem solving capabilities. Experience in previous customer facing role is preferred Travel Requirement: *none On-Site Interview Required: YES #CBRose# Send me a reminder to complete this application Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances. Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify).(Posting required by OCGA 13/10-91.) Associated topics: associate, clerk, coordinator, csr, customer care associate, customer care specialist, service agent, system support, technical assistant, tsr
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.