Duties & Responsibilities:

• Provide customers consultation and solutions that offer a positive customer experience.
• Provide shipping solutions and determine the best deal possible for the customer and the company.
• Support each department from Sales, Rental, Service, and Corporate Services.
• Participate and complete training as required and/or available
• Proactively pursue need by dates to manage emergency fees and freight charges.
• Release and process customer back orders.
• Participate in phone soft skill monthly training meetings.
• Participate and complete training as required or available.
• Provide customer support for walk in and phone, and email customers.
• Look up parts and process orders for customers as needed.
• Find up-sell opportunities and advise the customer of additional related parts (e.g. gaskets/seals/hardware)
• Maintain accurate customer and equipment information in the Customer Resource Management tool (CRM)
• Keep customers informed of new parts, services available, and dealer merchandising programs.
• Advise customer on substitution of part when replacement is not available.
• Proactively manage customer expectations related to back orders.

Required Qualifications:

• A continuous commitment to working safely.
• Willing to promote a teamwork attitude working closely with all departments throughout the company
• Customer Service Proficiency/Aptitude: Ability to add value to our products and service. Build relationships between our dealership and customers.
• Strategic Organization: Need to have the ability and self-discipline to use time, energy, resources, etc. in an effective way to achieve department and company objectives.
• Takes Initiative: Ability to envision and understand a described goal, objective, concept, or strategy and takes the initiative to get there.
• Communication: Ability to work and communicate well with co-workers and customers. Reacts well under pressure.
• Understands the urgency of our industries and the need for getting their equipment repaired as quickly as possible
• Understands problem ownership. When given a problem will take ownership of it and determine a solution for the customer while maintaining the integrity of the ICM team

Preferred Qualifications:

• Training or background in customer service phone skills
• Experience in customer facing roles
• Experience in the aggregate industry