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