Parts Customer Service Representative

With over 80 years of innovation, JCB is the world’s largest privately owned manufacturer of construction and agricultural equipment. Operating 23 manufacturing facilities across four continents—including the United States, the United Kingdom, India, and Brazil—JCB produces a diverse portfolio of more than 300 products, such as telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, access aerial work platforms, rough terrain forklifts, and tractors. As a family-owned business, JCB prioritizes long-term innovation and customer value over shareholder demands.

About the role

This position serves as the primary point of contact for dealers and Direct Sales customers to raise parts issues, place orders, check order status, and process parts claims.

Position type: Full Time, Non-Exempt
Location: Onsite, 2000 Bamford Blvd, Pooler, Georgia 31322

Responsibilities

• Handle dealer or Direct Sales customer parts inquiries in a timely and professional manner.
• Demonstrate active listening skills to ensure internal and external customers’ issues are understood and addressed.
• Expedite dealer back-order requirements with WPC Operations.
• Communicate with the World Parts Center via Tech web, email, and telephone to identify part availability, delivery status of backordered parts, and other part issues.
• Identify all options available to improve the delivery of backordered parts.
• Provide expedited service for critical, machine-down situations, including quarantining new machines from the Supply Group to remove and ship required parts.
• Work with internal departments functioning both as vendor and customer depending on the circumstances.
• Provide training and support to dealers in the use of online tools including the Dealer Portal and Tech web.
• Provide training and support to Direct Sales customers in the use of online tools including the Dealer Portal and Salesforce.
• Perform other customer support functions as required to meet and exceed department goals and expectations.
• Other duties as assigned.

Requirements

• 1 year of customer service experience.
• Must be bilingual in Spanish and English.
• Must pass drug screens, background checks, and any pre-employment tests as required by applicable law.

Preferred Qualifications

• Bachelor’s degree in business or related field.
• 3 years of customer service experience in a related industry.

Skills

• Strong problem-solving and analytical skills.
• Ability to work in a high-stress environment.
• Detail-oriented and able to work independently.
• Collaborative approach to resolving issues impacting various groups across the enterprise.
• Ability to understand processes (system and non-system), troubleshoot, develop, and recommend solutions.
• Self-motivated team player who enjoys working in a dynamic environment.
• Working knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Teams, and Microsoft Project.

Job Conditions

• Both office environment and occasional manufacturing/factory environment.
• Subject to noise and temperature changes.

Physical Requirements

The physical demands described here are representative of those required to perform the essential functions of this job successfully.

• Regularly required to remain stationary, operate hands to finger, handle, or feel, reach with hands and arms, and talk or hear.
• Occasionally required to stand, move, and/or walk.
• Frequently required to move and/or transport up to 10 pounds.
• Specific vision abilities required include close vision, distance vision, depth perception, and the ability to adjust focus.

Benefits

• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off and paid holidays.