Customer Service Representative

Job Requirements: 

• High school diploma or equivalent 

• Customer Service experience is preferred 

• Effective communication skills both verbal and written 

• Basic Computer Skills including Microsoft Office 

• JD Edwards experience is preferred 

• Self-starter with strong work ethic 

• Team player, able to work with others to accomplish a common goal 

Job Summary:  This position requires a high level of patience and empathy for the customer and dealer and should be considered, before all else, a customer service position.  The qualified candidate must be able to multi-task, prioritize and handle stress yet maintain a positive professional attitude. 

General Responsibilities: 

• Receive incoming calls from dealers and direct customers from the Customer Support Call Center M-F, 8:00 a.m. – 5:00 p.m. 

• Handle incoming emails from dealers, customers and through the Ecommerce site 

• Communicate inter-departmentally and cross-departmentally to ensure all needed parties are aware of status of an open order, credit or any issue to be resolved 

• Manage user accounts for Parts Sales Ecommerce site (currently shop.morbark.com) 

• Manager user accounts for the RMA request site (currently Frontlines) 

• Process all part sales credits (Common and Annual) 

• Process all customer service expense parts orders 

• Process any freight pick-ups, claims and credits 

• Work with warehouse and logistics on shipment quotes, tracking, changes and issues 

• Process LOR repair orders 

• Process employee sales and freight bills 

• Manage the backorder report and open order report 

• Monitor all expedite and customer down orders for dealers to ensure proper steps have been take and communication is made 

• Process all ship-direct orders for dealers due to expedition 

• Work cross-departmentally to improve and sustain processes to ensure customer satisfaction