Parts Customer Service Representative

Position Specifics

Department: Parts

Reports to: Support Center Manager

Type of Employment: Full-Time

Wage Type: Hourly

Location: Remote

At SinclairTractor, we pride ourselves on being the destination in Southeast Iowa for agricultural equipment, precision farming, agronomic decision support, NAPA parts and supplies. With thirteen John Deere dealerships, five NAPA parts locations and a Supply Store, we are looking for motivated and talented people to join our team.

Purpose

Provide Parts Support for customers and dealership employees. Responsible for selling the tiered portfolio of parts through incoming calls, emails, or text. Gather relevant information required to meet and exceed customer expectations, provide the required resolution or utilize the ExpertConnect ticketing system to ensure accurate and timely handoffs.

Responsibilities

Responsibilities include but not limited to:

• Facilitate centralized parts operations by processing John Deere purchase returns and parts credits.
• Facilitate creation of CCMS parts cases and own subsequent communication
• Increase department gross sales through outbound calls promoting seasonal parts promotions
• Determine and utilize the best method to communicate required follow-up tasks to others (re-assign ticket, Handle, Outlook task, etc.)
• Answering phone calls, text and emails for customer parts requests
• Identify, source, and procure requested parts to meet customer needs
• Maintain communication through ExpertConnect with customers and parts team
• Track each ExpertConnect ticket and take appropriate action to ensure successful and timely resolution
• Participate in all job-related training and development
• Perform other duties assigned by manager

• Exceptional customer service skills with a customer-first mindset
• Excellent verbal and written communication skills
• Previous parts experience is preferred
• Strong time management, organizational, and follow-up skills
• Proficient in Microsoft Office applications
• Strong attention to detail and ability to manage multiple requests and priorities simultaneously
• Proficient computer skills
• Experience with Parts Advisor, JD Point, and Equip preferred
• Ag industry knowledge preferred

• Hybrid/remote office setting
• Must be able to remain in a stationary position for extended periods of time
• Must be able to operate a computer and various office equipment
• Must be able to perceive information on phone and computer screens as well as written
• Must be able to communicate with customers verbally and electronically
• Must be able to lift a minimum of 25 pounds
• Must have access to a reliable internet connection
• Must be able to travel occasionally to Sinclair Tractor locations
• Must be available to work evenings and weekends as business needs require

Required Experience

Type or Copy/Paste Requirements here

Keyword: Hybrid