Customer Service Rep, Technical

Essential Duties and Responsibilities:

The role of the Customer Service Representative reports directly to the Call Center Supervisor, Technical.

The main purpose of this role is to provide technical support for the Jaguar Land Rover North American dealer network and JLR personnel on all technical related queries related to Jaguar Land Rover parts.

THE UNIPART WAY

Candidates are expected to learn, embrace, fully understand, and work within “The Unipart Way” while adopting lean management principles and approach.

Responsibilities:

• Receive and respond to incoming calls and emails regarding technical application queries for Jaguar Land Rover parts both internally and externally
• Receive and respond to incoming calls and emails regarding Made to Order (MTO) parts issues and ETAs in conjunction with the JLR Special Order team.
• Oversee the day-to-day processing of and completion of all Product Inspection Requests for the North American market, following up with both Unipart and Neovia warehouses to conclusion and to retailer with resolution
• Monitor new parts to market and verify applicability
• Review Jaguar Land Rover bulletins for parts technical accuracy as requested
• Review Jaguar Land Rover parts catalog issues and accuracy, reporting to OE Connect as appropriate
• Maintain reports as required on a daily, weekly, and monthly basis
• Log all customer queries using current call logging system
• Take part in Unipart Way initiatives, coaching sessions, Health & Safety, and training with Call Center Supervisor

Other:

• Always maintain a professional and business-like appearance, ensuring promptness at meetings
• Maintain confidentiality
• Identify areas for personal development to improve performance in role and actively seek ways to improve
• Self-motivated and able to make decisions independently
• Other duties as may be assigned

Education and/or Work Experience Requirements:

• High School completion required / Associates/Bachelor’s degree preferred
• Parts Technical experience preferred
• 3 years of relevant in a Call Center/Customer Service environment
• Excellent communication and interpersonal skills
• Good telephone manner and comfortable making and receiving calls
• Proven experience in understanding customer needs
• Knowledge of the automotive industry a plus
• Computer literate (knowledge of MS Word, Excel, Power Point)
• SAP knowledge a plus
• Parts Catalog Experience a plus

Physical Requirements:

• Ability to perform the essential job functions consistent safely and successfully with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, work is normally performed in a typical interior/office work environment. No or very limited physical effort required. No or very limited exposure to physical risk.

EEO Statement

Unipart is an equal opportunity employer. It is the policy of the Company to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, gender, sexual orientations, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.