Role overview:
This position reports to the Director of Customer Service & Operations. Each associate is expected to improve their skills and themselves, either by formal education in a related area or by on the job training beyond their current position. The Customer Service team is responsible for more than taking inbound parts calls. The representatives will assist in the marketing programs associated with parts. Each customer service representative will service both internal & external associates in the same manner with the utmost respect.
Role will be a contract-to-hire arrangement through Cutting Edge Recruiting Solutions and run approximately six months.
Rate of pay is $20-22/hour. Benefits available after 60 days’ employment. Additional benefits are available once converted to FTE with the client, including company bonus incentives.
Bilingual in English and Spanish is a requirement.
Qualifications:
Requires the ability to interact with customers in a professional manner on a daily basis. Must possess intermediate computer skills, general knowledge of turf and lawn maintenance equipment and good customer relation skills are mandatory. Must be fluent in the English & Spanish languages; both written and spoken, and able to type with reasonable speed and accuracy. Strong interpersonal skills are important. Background in lawn-care knowledge is a plus. Must be able to communicate with customers to obtain information needed to look up correct parts for their equipment. Must be dependable and have reliable transportation. Flexibility with work hours is desired.
Role responsibilities:
- Take customer orders for parts, RLC equipment whole-goods, Irrigation; via email, phone, fax, web, walk up.
- Customer service representative – export; can be expected to handle up to 40 transactions a day and must become proficient with suggestive parts on products for five divisions: (commercial, sports field & grounds, consumer, landscape contractor and Irrigation execution logistically).
- Facilitator for all export customer parts orders; including communication for final-destination, freight-delivery fee confirmation, freight-forwarder, accuracy, updates, etc.
- Provide customer support, as needed, to include invoicing orders and shipments as well as communicating with respective divisions, internal warehouse operations team, sales territory managers and internal export team.
- Handle incoming emails to the best of your ability; by communicating a response within a reasonable period.
- Responsible for daily quoting of parts & RLC whole goods through email communication with customers by use of two languages: both English & Spanish.
- The Customer service representative- export; will work each month to achieve the set-sales goals.
- Assist and communicate with Warehouse: stock verification, product shipping and receiving, mode of transport, container needs, scheduling of deliveries, review packages, be able to process live loads.
- Reconcile monthly open sales reports so to maintain efficiency of customer expectations on backordered parts.
- Be pro-active in selling parts, strategic planning of marketing programs and customer contact to generate actionable parts business. Increase exposure in two main areas, e-commerce and creating loyal customers by placing a high focus on backordered parts/customers.
- The Hector-CS-team will act as our customer’s liaison for “basic” irrigation questions and directive.
- Project a positive attitude always.
Role accountabilities:
- Assist customers in finding the correct part number for equipment via the internet or hard copy.
- Take parts orders and questions; and understand when to direct irrigation whole good and parts questions accordingly. (Project related topics/Irrigation team).
- Facilitator of verbal and written communication in both English & Spanish with customers always professional to also include texting and WhatsApp through the new business cell/email phone & Teams.
- Must be proficient & accurate in gathering important shipping information prior to invoicing & shipping.
- Have a clear understanding of how to quote RLC dealer equipment whole-goods.
- Take-ownership on a set list of customers as well as in-coming requests for parts & RLC equipment quoting.
- Have a good relationship with customers and able to manage problems as well as confrontations with customers.
- Become proficient with contacting the freight forwarder and handling the communication on shipments exiting to the customers requested destination.
- Assist and communicate with Warehouse: stock verification, product shipping and receiving, mode of transport, container needs, scheduling of deliveries, etc.
- Request purchase orders as required to expedite a timed sales order.
- Assure customer service expectations and promote a high standard of excellence.
- Facilitator with releasing web/e-commerce orders daily. Assist export outside territory managers who will promote our e-commerce on-line business.
- Remain focused on creating loyal customers by placing a high focus on backordered parts/customers and the timeline of communication on updates.
- Reconcile monthly open sales reports so to maintain efficiency of customer expectations on backordered parts.
- Assist in maintaining compliance of our new processes and guidelines, SOP’s, pertaining to the export administrators’ responsibilities.
- Process RGA return goods authorization.
- Attend required live training sessions and webcasts.
- Attend various training curriculum for customer service representatives which are a requirement for PIE / Toro University program.
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