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| Parts Product Support Representative |
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 Job Code |
23 |
| Operation Location |
Wendell, NC |
| Primary Function |
Individual with strong communication skills, detail oriented with multitasking. Responsible for processing parts orders, freight, handling shipment of backorders, obtaining credit approval, handling shipping discrepancies, approval and coordination of returns, providing support to territory managers and dealer network. |
| Duties and Responsibilities |
• Phone Support concentrating on dealer questions concerning availability, pricing, shipping, and invoicing issues.
• Documentation of shipments as required.
• Invoicing and shipping discrepancies.
• Manage assigned territory with open and back-orders reports.
• Provide dealer confirmations of orders.
• Obtain dealer credit approval.
• Inventory vouching.
• Assist TM with dealer close outs.
• Handling shortage /damage claims.
• Handling of return approvals and authorization forms.
• Dealer credit memos.
• Call dealer network and build communication with KIOTI.
• Communicate the quarterly programs and specials with dealers.
• Maintenance of CRM database.
• Maintenance of Quick References Guide
• Overseeing manuals & price sheets updates as required.
Organizational Relationship:
PPSR will have to work closely with Dealer Organization, Product Support Manager, Product Support Department, All Warehousing Facilities, Accounting Department, Purchasing Department, IT Department, Territory Managers, Freight Companies, and outside financing company.
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Educational and
or Experience Requirements |
• High School Diploma
• Minimum of 2 years Customer Service Experience
• Experience with handling difficult customers
• Ability to handle heavy workloads
• Excellent Phone skills
• Multitasking Skills
• Must be proficient with MS Word, MS Outlook and Excel.
• Maintain Teamwork Skills
Knowledge and experience with the following computer applications: Microsoft Word, Excel, Outlook. Solomon, CRM and other applications are plus. Ideal candidate must have parts background and technical experience.
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