Customer Service Representative at DEVELON | HD Hyundai Infracore North America LLC in Suwanee, Georgia

Job Description:

Develon is looking for a Customer Service Representative to join our dynamic and growing team in Suwanee, GA.

Who We Are

Develon, headquartered in Suwanee, Georgia, markets the Develon brand of products which includes crawler excavators, wheel excavators, mini excavators, wheel loaders, articulated dump trucks, material handlers, log loaders, and attachments. With more than 160 equipment dealer locations in North America, Develon is known for its unmatched dedication to service, customer uptime, and durable, reliable products. We are working to achieve a ‘Global Leader in Infrastructure Solutions' by improving products, technology, and business.

We are proud of our products, people, cultural diversity, and professionalism within a national and global framework! Powered by innovation!

For more information on Develon products, visit na.develon-ce.com.

What You'll Do

Represent HD Hyundai Infracore North America on incoming and outgoing calls and cases relating to service parts questions and problems. Research, troubleshoot, and provide information to dealers/customers to resolve open issues regarding parts questions. Expedite and follow up on availability and shipment of parts, new product orders, and back-orders. Perform dealer order maintenance and follow up on availability dates from the materials team.

Customer Support

• Proficiently performs in a fast-paced environment, which includes managing a high volume of calls and emails.
• Effectively establish relationships with dealers/customers through phone and email communication.
• Communicate effectively and efficiently on difficult topics, such as parts no longer available, long lead-times, missed orders, incorrectly shipped orders, etc.
• Expedites and follow-up on availability, backorder status, order and shipment tracking including released and unreleased orders.
• Capture voice of the customer and identify, create, and execute process improvements proficiently, including making suggestions for improvements.
• Maintain strong knowledge of the policies for each type of customer.
• Processes invoices and facilitates return requests for Korean vendors direct.
• Proficiently inputs call/email data into a tracking system to provide proper call metrics and case research analysis.
• Proficiently research entry level technical questions and part identification through stock investigations and online parts systems.
• Support logistics with freight cost rating and claims filing.
• Updates team SOP's and maintains organization of SOP's.

What We Offer

• Competitive Compensation and Benefits Program
• Health, Dental, and Vision
• Generous Company 401(k) Match
• Free Telehealth Benefits
• Voluntary Supplemental Programs
• Career and Skill Development Support
• Make a direct impact on the success of the organization

What You'll Need to be Successful

• High School Diploma
• At least 2-4 years of customer service experience, preferably in service or technical-related service field
• Ability to learn and understand the mechanical and operational requirements of construction equipment.
• Excellent written and verbal communication skills
• Possess strong computer skills with experience in Microsoft Outlook and Excel
• Ability to multi-task in a fast-paced work environment
• Positive conflict resolution skills
• Self-motivated and results-oriented with proven problem-solving ability.
• Experience and knowledge with SAP required.

HD Hyundai Infracore North America, LLC. is committed to a diverse workforce and is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 404-354-4094. The Company's hiring location is Suwanee in GA.

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