The CX Rep is an inside customer service and admin position that will support the Southwest JCB customer experience and brand from start-to-finish with inbound and outbound communication, administrative duties, and functions in a broad scope to support the sales and service department. This vital role includes customer facing responsibilities, internal branch Parts and service administration functions, and overall stewards the body of work in support of the JCB brand from origin to completion. This is a dual role position supporting both the Parts and service departments depending on where the immediate need is. The person filling this role must enjoy a dynamic, fast paced, and evolving environment while bringing organizational leadership and functional structure as a champion of world class follow through and customer service.

CX Rep Responsibilities:

The following responsibilities are a general guideline and not intended to be an exhaustive list of the full scope of responsibilities. Duties and responsibilities are subject to change based on business needs and at managements discretion. These responsibilities are segregated into 2 core departmental areas.

PARTS DEPARTMENT

• Creates positive working relationships with internal departments, vendors, service providers, and most importantly customers, to ensure a high level of satisfaction.
• Effectively researches and creates requests for parts using internal inventory and external partnerships, as needed.
• Closes and manages Purchase Orders up to defined limits for the CX Representative
• Submits requests for parts to Branch Manager and/or Parts Department ahead of the need within the Service Department.
• Performs general clerical duties including but not limited to filing, emailing, creation of orders.
• Communicates directly with customer to obtain purchase approvals for requested parts orders and escalate internally, as assigned by branch leadership.
• Identify and nurture customer engagement, opportunities, & quote follow up.
• Receives and processes orders and customer information through all available tools and resources (phone, text, counter, website, and email) and follows up to distribute information to team and / or customers, capturing customer needs and distributing information or resolving concern.
• Respond to customer satisfaction concerns and collaborate with department leaders for a resolution.
• Replenishes fleet service trucks inventories, reviews requests and supplies as required through Parts Department
• Provide administrative support to Parts and Service Departments in the completion of Work Orders, Invoices, Parts Quotes or Service Quotes, or other engagements as requested.
• Assists in filing Parts Tech Web requests for any backordered parts.
• Attends daily Service Huddles with prepared data outlining ETA on parts so jobs can be scheduled accordingly.
• Completes all assigned trainings in a timely manner.
• Operate a forklift when needed.
• Any other duties as assigned.

SERVICE DEPARTMENT

• Completes the required machine intake process for customer machines arriving at the branch for repairs, including documentation of machine arrival, opening the initial Work Order and completing the Machine Health Check including the initial status, compliant and condition of the machine on same business day as arrival as directed or requested.
• Maintain and update work order status through company provided operating system, daily ( SHOP and FIELD WORK Spreadsheets in Teams).
• Assists in the research of part numbers, labor hours, and pricing for needed service quotes for external and internal customers in support of the Service Department.
• Communicates Daily with customer to update them on machine repairs, obtain estimate approval and escalate internally, as needed.
• Updates the National Account unit down list weekly and sends it to the appropriate people.
• Secures purchase orders upfront and ensure Service Department has appropriate approvals before work commences.
• Tracks and manages service quotes to completion.
• Provides status updates internally to all vested parties and prepare information for weekly branch level coordination meetings.
• Incorporates JCB National Account (NA) support mechanisms to manage the repair prioritization for this customer segment, including ongoing updates to JCB NA DSMs.
• Closes out and invoices work orders with a special attention to thoroughness of labor and parts assigned to machine.
• Any other duties as assigned.

Requirements:

• Customer Service & Inside Sales Experience
• Previous industry and sales or customer service experience preferred
• Must be Customer centric.
• Demonstrated ability to communicate with excellent verbal and written communication skills
• Must be proficient with MSWord, Excel and other internal applications such as CRM, ERP, and JCB portal or willing to learn new skills within 90 days of start date
• Able to learn process work flow, electronic systems, both online and local applications
• Advanced organizational knowledge
• Personal attributes: Commitment / Dependability, Even Temperament, Integrity, Attention to Detail, Problem Solving
• Bilingual (Spanish) preferred but not required
• Valid Driver’s License/Acceptable Driving Record

We value our Associates and offer competitive wages with great benefits such as:

• Medical, dental and vision insurance
• Short and long term disability coverage (employer sponsored)
• Basic Life insurance (employer sponsored)
• Voluntary Life insurance
• Flexible spending accounts
• 401k with a company match of 50% of your contribution (up to 6% of your current salary)
• Career development opportunities
• And much, much more!

Wage Range DOE: $20 to $27/hr.

Job Type: Full-time

Pay: $20.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years
• 5 years
• 7 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person