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Customer Service Representative Job

Date: Nov 27, 2021

Location: Sunshine West, VIC, AU

Company: AGCO

Customer Service Representative 

 

  • Providing parts support to AGCO’s Australian & New Zealand dealer networks which includes identifying parts requirement, parts interpretation and order management.
  • Acting as a focal point for all parts enquiries and follow up with dealers and company personnel as required.
  • Liaising with other departments both local and overseas to resolve dealer concerns.
  • Liaise with other departments both local and overseas to resolve dealer concerns.
  • Ensuring that all administrative tasks are carried out according to procedures.
  • Soliciting and securing dealer’s parts orders with a view of achieving or exceeding Company targets.

 

 

What You Will Do:

  • Respond to dealer enquiries within service level and retain ownership until successful resolution whilst maintaining communication with dealer.
  • Utilise Salesforce to respond to cases and emails in queued time sequence. With the exception of VOR & ROB requests to be processed as a priority.
  • Source VOR back ordered parts from suppliers both locally and internationally. Seek alternative sources of supply to ensure average lead time is less than 8 days from time of order.
  • Monitor all back orders and advise customers of any delays greater than 14 days for Daily and 63 days for Stock orders.
  • Utilise QlikView and monitor outstanding customer orders, including VOR’s, DVS’s & Supersessions.
  • Process all dealer parts return requests within 24 hours of receipt.
  • Ensure Direct Vendor Shipments are entered into the system and invoiced on a same day basis.
  • Utilise system & reports to monitor K.P.I’s
  • Where possible, offer alternative product related solutions to dealers.
  • Identify and interpret parts
  • Ensure the integrity of the online Parts books by identifying any errors and escalating to the Parts Training and Dealer Development Manager for amendment.
  • Attend all customer service team meetings, system and product training sessions, as directed.
  • Contact dealers promoting marketing initiatives determined by Parts Marketing, using scripts provided.
  • Conduct follow up calls on a routine basis to the dealer network to ensure they have received and understand current sales programs.
  • Work with and support our Parts & Supply Group, helping to support customers and create sales opportunities.
  • Carries out all duties in accordance with State & Federal Laws; complying with all company policies and procedures including OH&S
  • Utilise GROW system

 

What You Will Bring:

  • Tertiary study in Agriculture, Engineering, Automotive or Technician Certificate preferred but not required.
  • Parts interpretation experience in an agricultural industry or in a parts distribution business is an advantage.
  • Previous experience in a customer service/sales role, preferably in a customer service\call centre environment.
  • Excellent communication skills, both verbal and written.
  • Ability to manage relationships and expectations on various levels.
  • Excellent interpersonal skills (approachable, positive, motivated, go-getter attitude).
  • Appreciation and an interest in providing exceptional customer service.
  • Ability to multi task, prioritise and work under pressure.

 

A Plus If You Have:

  • Associates/Technical Degree
  • Moderate/reasonable Problems Solving Skills – Position requires good analytical skills as well as evaluative judgement based on the analysis of factual and qualitive information in complicated or novel situations. Multiple sources of information refer to a diverse range of internal and external sources such as procedures and practices in other areas, team, companies etc. The ability to filter, prioritize, analyze and validate potentially complex and dynamic material.

 

Who You Are:

  • Teamwork
  • Responsibility
  • Integrity
  • Decision making
  • Communication
  • Results Oriented
  • Customer Focused

 

What We Offer You:

 

  • Experience our global diversity and enterprising spirit while helping us create innovative technologies and a positive impact that helps feed the world’s 8 billion people.
  • AGCO employees work flexibly from the office, home, or a hybrid of both
  • Work with a leading product range.
  • AGCO is an equal opportunity employer and we encourage applicants from diverse backgrounds.
  • Solid professional development opportunities through AGCO University.

 

 

 

 

AGCO is a global leader in the design, manufacture and distribution of agricultural engineering with a portfolio of exciting international brands which deliver solutions to farmers in 140 countries through a full line offer from tractors and combine harvesters to protein production systems and smart farming software solutions - to an environment where the future is happening now.

 

Join us as we bring agriculture into the future. Experience our global diversity and enterprising spirit while helping us create innovative technology that helps feed the world's nearly 8 billion people.


Job Segment: Customer Service Representative, Agricultural, Engineer, Supply, Customer Service, Agriculture, Engineering, Operations