CS Rep - Parts Tier 2

Purpose:  this position exists to be the secondary level contact handling issues elevated by Primary Parts group, complicated parts issues and questions requiring research, obsolete parts, and return material authorizations while meeting service objectives and ensuring administration objectives are accomplished in a timely, cost effective manner. 

Essential Functions:

• Performs research activities for issues elevated by Primary Parts group providing part numbers, prices, availability and status for dealerships, retail consumers, Jayco Warranty and Service groups.
• Mediates situations between upset retail consumers and dealerships regarding escalated parts matters.
• Researches overdue parts orders by investigating side department activities in order to determine status.
• Researches undocumented or alternate options for special requests and escalated situations.
• Researches, documents and provides quotes for special research.  Creates special order make item part numbers, descriptions and build lists.
• Processes and communicates change order requests to appropriate departments and completes communication with the effected dealerships.
• Processes special order requirements for recalls, technical bulletins, product improvements and warranty no charge orders.

Preferred Experience / Knowledge:

• Customer facing experience is required. 
• Prior high volume call center experience is required. 
• Demonstrated desire and ability to assess problem situations and respond appropriately. 
• Willingness to learn, grow and adapt to an ever changing product environment.

• Strong communication skills are required. 
• Manufacturing background preferred. 
• Knowledge of RV construction, processes, parts and warranties, Lemon Laws and recalls are desirable.
• Strong organizational skills with the ability to prioritize multiple projects efficiently while maintaining a positive attitude.
• Proficient in MicroSoft Office software.

Work Requirements:

• This position may require sitting, standing, and working in front of a computer monitor in an open office setting approximately 95% of the day. 
• This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other office tools; reaching with hands and arms. 
• This position is a full-time position, which may require some flexibility in hours and days worked.  
• Regular attendance is essential.
• Remote work:  not available.
• Supervisory duties:  none
• Management reserves the right to assign or reassign duties and responsibilities to this job at any time.