This position serves as the primary point of contact for the JCB Dealer Network, end users of JCB equipment and JCB internal customers. Provides proactive customer support through ongoing review and administration of parts orders.
Major Tasks, Responsibilities & Key Accountabilities
Is the initial point of contact for all parts ordering inquiries from the JCB Dealer Network as well as internal and external customers.
Provides proactive customer support through ongoing review and administration of parts orders.
Communicates with the World Parts Center via Techweb, email and telephone to identify part availability, delivery status of backordered parts, and other part issues.
Identifies all options available to improve the delivery of backordered parts.
Provides expedited service for critical, machine-down situations up to and including the quarantine of new machines from the Supply Group to remove and ship the required parts.
Works with internal departments functioning both as vendor and customer depending on the circumstances.
Provides training and support to dealers in the use of online tools including the Dealer Portal and Techweb.
Provides any other customer support required and performs any other activities necessary to meet and exceed department goals and expectations.
Nature & Scope
Reports to Parts Customer Service Manager
Minimum Qualifications
Must pass applicable drug screens, background checks and pre-employment tests
High school diploma or equivalent
Two years experience within a manufacturing or dealer environment in a similar industry
Preferred Qualifications
Bachelor's degree in business or related field
Five years experience within a manufacturing or dealer environment in a similar industry
Knowledge, Skills, Abilities & Competencies
Proficiency with Microsoft Word, Excel, Access and PowerPoint
Knowledge of SAP, TechWeb, DRUID, JCB Systems and PSER
Effective verbal and written communication skills
Ability to take direction well and work with minimal supervision
Prior exposure to equipment parts and pricing
Able to research vendors to determine competitive pricing information
About 10% of time will be spent in parts warehouse doing parts research
JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED
JCB Inc. is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S. which can be found through our website at https://www.jcb.com/en-gb/about/careers.
Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.