Technical Customer Service Rep -IND

Essential Functions of the Job:

Provide solutions for an enjoyable Customer Experience.

Timely and accurately assess customer requirements through a knowledge based process.

Teach and instruct when necessary with end users to provide an enjoyable Customer Experience.

Ability to discern differences in competitive products.

Design, administer, monitor and sell the dealer parts profit credit process (DPPCP). This will be an important selling point to ensure that all see this program and process as a win / win business partnership.

Direct involvement and oversight with the RMA (return material authorization) process, whether via paperwork, call tags, boxing and return process. This person will drive push to automate this process and develop this towards best possible customer experience.

Ability to think and react quickly to customer needs or seek the answer to secure orders in short wait times.

Preparation of order process and follow through to invoice acknowledgements.

Develops accounts by checking customers' buying history; suggesting related and new items.

Ability to explain technical features.

Ability to work with Engineers, Sales, End Users & Dealerships.

Resolves issues by determining appropriate part / part numbers and corrective action needed. Assists in ordering parts and training customers to use parts ordering system.

Review operator manuals, bill of materials, picklists, parts books, parts operating manuals and maintenance instructions.

Follows through on problem resolution by maintaining contact with customer / dealer ensuring accurate service and repairs have been completed.

May provide support at trade shows.

Work with technical service department to identify and remedy issues with manuals.

Able to initiate projects without supervision.

Able to work overtime as needed to complete assignments.

Performs various customer service functions including answering phones, computer order entry, expediting/tracking parts orders and/or whole goods, and customer assistance in determining correct service parts required. Expedites parts on back order using computer to source parts locations

Assists in tracing lost or delayed shipments by providing precise and accurate information to appropriate carriers to assist with expedient shipments

Provides information to dealers regarding pricing, terms, discounts, weights, etc., as requested. Uses knowledge of products, pricing structure, price books, parts manuals and other reference materials. Calculates dealer net prices on parts and whole goods

Assists retail customers by providing dealer location information for best possible service

Calculates and prepares credit and debit memos for customer and dealer accounts for shipment shortages and/or incorrect shipments. Prepares return material authorizations accurately on proper forms.

Assists in administration of all applicable sales programs. Handles "special" sales, bids, pricing, parts sales, and truck load freight pricing fairly and reasonably

Purchases materials and components in accordance with MRP or KanBan requirements

Plans and schedules purchased components deliveries to meet forecast

Prepares quotation packages and negotiates prices on purchased components and materials including outsourced parts.

Reviews daily receiving and negative availability reports

Expedites purchased parts

Evaluates supplier price, quality and delivery performance

Obtains prices for cost accounting purposes

Data entry of purchase orders and delivery due dates to maintain forecast

Initiates inter-company transfers

Contacts new sources and negotiate with current suppliers to obtain reduced pricing.

Maintains inventory levels, ratios and turns in conjunction with Alamo Group objectives and goals

Participates in value engineering and learns and implements procedures in accordance with Lean Manufacturing principles

Prepares BOL's for shipments incoming and outgoing parts & whole goods

Knowledge, Skills and Abilities (KSA's):

Excellent interpersonal relationship skills in a fast-paced environment.

Knowledge of products, procedures and ability to gather such information quickly within the industry.

Highly detailed oriented.

Excellent verbal and written communication skills.

Computer skills to include all Microsoft products. JDE a plus.

Proven ability to multitask successfully, often utilizing multiple platforms at once to get and share answers for the customer.

Experience in or demonstrated acknowledgement that the person in this role may serve as a member in a phone queue team.

Interest and ability to work directly with mobile ordering systems management, design and maintenance.

Constant drive for continuous improvement in all aspects of this program.

Education and Experience:

High School or Higher Education preferred.

Prefer 3-5 years of sales, marketing or customer service experience, in agricultural or industrial markets.

Working Conditions:

While performing the duties of this job, the employee is regularly required to sit or stand for prolonged periods.

Must be able to lift 40 pounds alone and greater than 40 pounds with assistance.

Must be able to wear required personal protective equipment while performing work in production environment.

Must be able to work overtime and travel as needed to complete job assignments

Notes:The above information is intended to describe the general nature and level of work being performed by employees within this classification. It is not intended to be construed as a comprehensive list of all duties, responsibilities and qualifications of employees so classified.Alamo Group is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will be considered without regard to race, national origin, color, religion, age, genetics, sex, sexual orientation, gender identity or expression, disability or veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing (where permitted by law).