What are the responsibilities and job description for the Customer Service position at Jayco?
Purpose: This role serves as the primary point of contact for all dealers and retail customers with parts-related customer service issues, providing aftermarket sales and parts support.
Key Responsibilities:
- Serve as the main point of contact for all parts-related issues from dealers and retail customers, responding and addressing inquiries appropriately.
- Research engineering drawings, charts, bill of materials, work orders, and network documents to resolve complex parts questions and issues.
- Assist dealers with part number research, price quotes, shipping options, part availability, status of existing orders, and change orders.
- Research and create special make item part numbers, descriptions, and build lists.
- Process special order requirements for recalls, technical bulletins, product improvements, and warranty no-charge orders.
- Verify accuracy and completeness of information on parts orders by having a broad understanding of all products for each brand.
- Communicate internally based on dealership and customer requests, and communicate externally to convey information regarding parts availability and status.
Requirements:
- Customer-facing experience is required.
- Prior high-volume call center experience is preferred.
- A manufacturing background is preferred, with knowledge of RV construction, processes, parts, and warranties, Lemon Laws, and recalls.
Essential Skills:
- Ability to learn, grow, and adapt to an ever-changing product environment.
- Strong communication skills to mediate escalated issues and upset customers.
- Strong organizational skills to prioritize multiple tasks efficiently.
- Proficient in Microsoft Office software, including AX.
Work Environment:
- This position may require sitting, standing, working in front of a computer monitor in an office setting approximately 95% of the day.
- The role regularly requires communicating with others, using hands and fingers to operate a phone, keyboard, and other office tools and equipment.
Benefits:
- Jayco offers a generous benefits package, including medical insurance plans, HSAs, FSAs, dental insurance, vision insurance, disability and life insurance, a 401(k) plan with an annual discretionary match, wellness benefits, on-site fitness center access, health clinic access, and an employee assistance program.
