Customer Support Specialist

About JLG, An Oshkosh Company

JLG began in 1969, when our founder, John L. Grove, set out to resolve growing safety concerns in the construction industry. Since then, we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities, and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles, and accessories—can be found all over the world.

Responsibilities

• Deliver "best in class" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful, and professional demeanor with a strong customer focus.
• Stay up to date on equipment, models, and systems relevant to order management and product research.
• Demonstrate understanding, retention, and organization of information provided by the department.
• Provide technical support and customer service with correct replacement part determination, price, and availability, as well as handling all aspects of customer orders, including resolving discrepancies.
• Resolve and defuse customer concerns effectively and courteously, ensuring the company's long-term success.
• Deliver comprehensive documentation of scenarios, follow-ups, and resolutions as needed.
• Enhance communication strategies to bolster parts sales, achieve goals, and aid in the development, maintenance, and troubleshooting of programs and services, with a focus on promoting upselling.
• Pursue personal growth to excel in providing exceptional customer support.
• Meet or exceed individual customer contact targets set by Management to help support the overall Departmental Key Performance Metrics (KPM).
• Participate in or present at departmental meetings to help determine the best course for the department's success and foster a learning environment.
• Offer to participate in new initiatives or existing tasks as they become available.
• Engage in training opportunities to enhance skills in current technology and product knowledge and continue education of existing team members.
• Mentor less experienced team members and serve as a role model.
• Manage the preparation and processing of quotes, invoices, purchase orders, returns, and credits. Troubleshoot customer transactions, shipping/receiving activities to accurately access parts availability.
• Contribute suggestions for continuous improvement efforts, along with related documentation.
• Respond promptly and professionally to complex customer inquiries via phone, email, and chat.
• Travel as necessary.

Requirements

• Bachelor’s degree in business administration, communication, marketing, or a related field and two (2) or more years of relevant experience or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.
• Outstanding ability to assist customers with a focus on enhancing their experience.
• Enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment.
• Basic proficiency in reading and applying engineering drawings and documents (i.e. JED system), basic proficiency in reading and interpreting engineering hydraulic and electrical schematics, previous experience in the automotive or heavy-duty equipment industry, previous experience in a customer service-related field, basic proficiency in Microsoft Office applications, written and spoken communication skills, ERP systems experience (XA), and various Edge systems (Salesforce, Online Express, etc.), proficiency in a second language (Spanish, French, etc.), strong organizational skills with exceptional follow through and attention to detail.

Qualifications

• Minimum qualifications include a Bachelor’s degree in business administration, communication, marketing, or a related field and two (2) or more years of relevant experience or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.
• Standout qualifications include strong ability to assist customers with a focus on enhancing their experience, enthusiastic and personable, with the ability to adapt and thrive in a dynamic environment, basic proficiency in reading and applying engineering drawings and documents (i.e. JED system), basic proficiency in reading and interpreting engineering hydraulic and electrical schematics, previous experience in the automotive or heavy-duty equipment industry, previous experience in a customer service-related field, basic proficiency in Microsoft Office applications, written and spoken communication skills, ERP systems experience (XA), and various Edge systems (Salesforce, Online Express, etc.), proficiency in a second language (Spanish, French, etc.), strong organizational skills with exceptional follow through and attention to detail.

Skills

• Excellent communication skills.
• Technical engineering research skills.
• Customer service skills.
• Technical support skills.
• Problem-solving skills.
• Organizational skills.
• Attention to detail.
• Microsoft Office applications proficiency.
• ERP systems experience (XA).
• Variety of Edge systems (Salesforce, Online Express, etc.) proficiency.
• Second language proficiency (Spanish, French, etc.).

Benefits

Not specified.

Pay

$51,400.00 - $79,200.00

Schedule

Not specified.