What are the responsibilities and job description for the Customer Service Representative position at HD Hyundai Infracore North America LLC?
Description
Represent HD Hyundai Infracore North America on incoming and outgoing calls and cases relating to service parts questions and problems. Research, troubleshoot, and provide information to dealers/customers to resolve open issues regarding parts questions. Expedite and follow up on availability and shipment of parts, new product orders, and back-orders. Perform dealer order maintenance and follow up on availability dates from the materials team.
Customer Support
- Proficiently performs in a fast-paced environment, which includes managing a high volume of calls and emails.
- Effectively establish relationships with dealers/customers through phone and email communication.
- Communicate effectively and efficiently on difficult topics, such as parts no longer available, long lead-times, missed orders, incorrectly shipped orders, etc.
- Expedites and follow-up on availability, backorder status, order and shipment tracking including released and unreleased orders.
- Capture voice of the customer and identify, create, and execute process improvements proficiently, including making suggestions for improvements.
- Maintain strong knowledge of the policies for each type of customer.
- Processes invoices and facilitates return requests for Korean vendors direct.
- Proficiently inputs call/email data into a tracking system to provide proper call metrics and case research analysis.
- Proficiently research entry level technical questions and part identification through stock investigations and online parts systems.
- Support logistics with freight cost rating and claims filing.
- Updates team SOP’s and maintains organization of SOP’s.
Requirements
- High School Diploma
- At least 2-4 years of customer service experience, preferably in service or technical-related service field
- Ability to learn and understand the mechanical and operational requirements of construction equipment.
- Excellent written and verbal communication skills
- Possess strong computer skills with experience in Microsoft Outlook and Excel
- Ability to multi-task in a fast-paced work environment
- Positive conflict resolution skills
- Self-motivated and results-oriented with proven problem-solving ability.
- Experience and knowledge with SAP required.
At DEVELON, we are committed to fostering a workplace where every individual is treated with dignity, fairness, and respect. We are proud to be an equal opportunity employer and do not tolerate discrimination or harassment of any kind.
Employment decisions at DEVELON are based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, marital status, veteran status, genetic information, or any other status protected by applicable law. We comply with all current and applicable laws.
We are also committed to providing a work environment that is free from harassment, including sexual harassment and any other form of offensive or inappropriate conduct. Harassment, discrimination, or retaliation—whether by employees, supervisors, or third parties—has no place at DEVELON and will not be tolerated.
We encourage open communication and expect all employees to uphold these values. Any concerns or violations should be reported immediately so they can be addressed in a timely, respectful, and thorough manner.
Together, we are building an inclusive, safe, and respectful workplace for everyone.
Questions
For further details and guidance, please contact our Human Resources Department at hdi.develonrecruit@hd.com.