Dealer Resolution Representative

Description:
Dealer Escalation Analyst
Location: Remote but looking for candidates that are close to the Racine area once the location opens up to work from the office
Start: ASAP
End: end of November
***** this will be remote to start however all candidates must be able to work onsite for training and when needed/if the buildings open back up.
Shift: 1st shift
Hours/Shift: 7am - 3:30 or 7:30-4 or 8-4:30, training of 3 weeks will be 8-4:30
MUST PASS A TYPING TEST AND THE RESULTS MUST BE SUBMITTED
*****Computer savvy. Previous customer service experience preferred. Please check attendance history, if poor, I do not want a face to face.
The Dealer Escalation Analyst is an empowered and vital direct link between multiple essential stakeholders (including dealers, vendors, field personnel, as well as manufacturing, logistics, and engineering staff) to rapidly resolve part availability needs and orchestrate critical shipments to enhance company image, competitive advantage, customer and dealer satisfaction, equipment uptime, as well as cultivate dealer service capability.
Duties and responsibilities
• Negotiate orders, coordinate shipments, and oversee related activities of third-party vendors to ensure part orders flow effectively through systems and processes in accordance with our organization's customer service standards with the goal of reducing customers machine down-time.
• Navigating through multiple software platforms and prioritizing daily responsibilities and job goals
• Provide problem resolution to the dealer in a clear, precise and empathetic manner. Ensure all inquiries and responses meet or exceed standards to maximize dealer satisfaction.
• Understanding traffic transportation rules and regulations such as, carriers, weight constraints and shipping charges
• Understanding and striving to meet or exceed contact center metrics while providing excellent, consistent, 'world-class' customer service.
Required
• An Associate degree preferred, or 2 years of relevant work experience required.
o Contact Center/Customer Service
o Sales
o Business Administration
o Logistics
o Engineering/Blue Print Reading
• Minimum typing skill of 35 wpm
• Microsoft office suite knowledge/experience
Preferred
• Construction and Agricultural product knowledge
• Must be customer oriented and demonstrate strong customer service ethics
• Demonstrates strong work ethics, and time management skills
• Detail Oriented with the ability to adapt to changing work priority
• Solid verbal and written communication skills
• Operates well in a team environment as well as a strong, self-motivated, individual contributor
Any set qualifications (preferred or required):
Bachelor's and/or associate's degree , or equivalent technical experience.
Must have at least 3 years Customer Service experience
Looking for Customer Service Professionals
Updated Requirements/Skills that manager is looking for:
Savvy excellent Computer skills
Energetic Quick learner
Work well under stress
Highly motivated to be successful
Call center experience is not necessary for my role with an agency individual. The degree is only required for perm positions. However the manager is not looking for someone that has outside industry experience (example: fast food) They have to experience working in multiple computer systems
Qualification Rating Must Have CNH Company Default Category
Background Verification
Yes
Drug Screen
Yes Direct Hire?
No
Drug and Background Waiver Attached
No
Shifts
Shift 1
Company Code
G183-US Industrial