Call Center Agent - Dealer Parts Support

Overview

CNH Industrial is a world-class equipment and services company dedicated to advancing the noble work of agriculture and construction workers. Driven by our shared purpose of Breaking New Ground, we are passionate about bringing Innovation, Sustainability, and Productivity to all that we do. As a truly global company, CNH Industrial’s 37,000+ employees form part of a diverse and inclusive workplace, focused on empowering customers to grow, and build, a better world through our core brands: Case IH, STEYR, New Holland Agriculture, CASE, and New Holland Construction.

The Call Center Agent - Dealer Parts Support will create, manage and oversee all related activities of the part order fulfillment process. The Agent will provide exceptional dealer support via sourcing and coordinating shipments with parts depots with an eye towards meeting dealer needs. The role is the force behind our customer service satisfaction and is the voice of our customers. The successful candidate will be calm and cool-headed, yet energetic; focused on maintaining strong partnerships with our dealer network and internal partners. This position can be performed 100% remote and located anywhere in the continental United States.

Responsibilities

• Own the customer experience by promptly answering dealer inquiries using call quality expectations.
• Ensure a high level of dealer satisfaction by assuming ownership of all inquiries and provide accurate and timely updates until resolution.
• Think and act in ways that put our customers first, while maintaining the business requirements
• Build and maintain strong partnerships with multiple external and internal stakeholders (including dealers, suppliers, field personnel, purchasing, logistics, and engineers) to rapidly resolve part availability needs and shipments to support company image, competitive advantage, customer and dealer satisfaction, equipment uptime, productivity, as well as grow dealer service capability.
• Provide detailed documentation of all correspondences to capture accurate tracking of our dealer inquiries and steps taken to resolve
• Provide support services to dealers including; troubleshooting, problem resolution, and supply of product or material to resolve urgent issues and reduce Total Vehicle Downtime (TVD)
• Strive for best in class service by meeting or exceeding departmental KPIs
• ***Must supply own Internet connectivity with a minimum of 10Mpbs unless able to work from a CNH Industrial established facility.***

Qualifications

• High School Diploma/GED
• 2+ years of customer service related work experience within an office setting
• Must be able to work flexible schedules with rotating shifts between 7AM and 6PM Central Time - occasional weekends required
• Typing 35 words per minute

The Preferred Candidate will have:

• Previous customer service and/or call center experience
• An understanding of general customer service policies and procedures with the ability to quickly learn internal CNH Industrial systems
• Operates well in a team environment as well as a strong individual contributor
• Strong organizational skills, highly detailed and accurate
• Ability to adapt to process changes that are driven by our changing business needs
• Resourceful, with the ability to prioritize customer needs and follow through on commitments in a fast-paced work environment with a quick turn-around times.
• Experience working with Microsoft Office suite
• Typing 50 words per minute

Company Benefits

CNH Industrial offers a wide variety of benefits that not only encourages wellness and preventive care, but we also provide the right tools and programs to help you achieve it. Our benefits package includes medical, dental, vision, disability, and life insurance. Our industry leading 401k will support you in meeting your retirement objectives. Additional benefits include paid parental leave, flexible work policies, opportunities for self-development and paid leave for specific activities. Click here for more information!

The annual salary for this role is $49,125 - $65,500 plus any applicable bonus (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

EEO

US applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Applicants can learn more about their rights by viewing the federal “EEO is the Law” poster here. CNH Industrial participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You can view additional information here.

If you need reasonable accommodation with the application process, please contact us at [email protected].

Canada applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, colour, religion, sex, sexual orientation, gender identity, nationality, place of origin, disability, marital status, family status, age, or any other ground prohibited by applicable provincial human rights legislation.