Terex
Customer Service Rep I
Terex - Bothell, Washington, United States, 98021
Work at Terex
Overview
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Overview
Job Description:
Position Overview:
The Customer Service Representative will play a crucial role in our Aftermarket Parts Department by providing day-to-day phone and case management support. This includes accurately identifying required parts, handling pre- and post-sale inquiries, quoting, order entry, order status updates, and issue resolution. The successful candidate will demonstrate in-depth knowledge of our business, industry, products, systems, and sales transactions. Timely responses, exceptional phone skills, and outstanding written communication are vital in ensuring superior customer service and setting our brand apart from the competition. This position requires strong initiative, leadership, problem-solving skills, and a genuine desire to help customers. Responsibilities:
Customer Support: Respond to customer inquiries promptly, adhering to established performance goals via phone, email, or chat, providing accurate and detailed information. Record Management: Maintain up-to-date and organized records of customer interactions, orders, and technical support cases. This includes updating CRM systems and ensuring all documentation is accessible and accurate. Part Identification: Assist customers in accurately identifying parts they need by using technical manuals, parts catalogs, and product drawings. Interpret technical information and explain it to customers in an understandable manner. Interdepartmental Collaboration: Collaborate with other departments including Materials, Shipping, Pricing, and Sales to ensure customer orders are fulfilled and coordinate the resolution of any issues that arise. Process Improvement: Apply process thinking and principles of Lean Management to enhance office efficiency. Performance Monitoring: Monitor performance metrics and make recommendations for improvement. Personal Development: Engage in personal development and training to enhance skills. Requirements:
Education: High school diploma or equivalent; additional technical education or certifications in automotive or machinery parts is a plus. Experience: Minimum 4 years of work experience in Customer Service, Sales, Marketing, Communications, Service, or relevant field OR a Bachelor's degree in a related field. Work Schedule: Ability to work both in person and remotely on a hybrid schedule based on location. Technical Skills: Strong technical aptitude and ability to interpret parts catalogs and diagrams. Communication Skills: Excellent verbal and written communication skills across various platforms, including email, chat, and phone, with the ability to simplify technical or complex information. Customer Interaction: Polished and effective interaction with customers, with the ability to quickly capture relevant information, explain next steps in issue resolution, communicate status updates, and inspire confidence and trust. Multitasking: Ability to work in a fast-paced environment and handle multiple tasks simultaneously. Problem-Solving: Strong curiosity, creative thinking, and problem-solving skills. Software Proficiency: Experience using Oracle and Salesforce. Proficiency in Microsoft Office 365 suite, particularly Outlook and Teams. Team Collaboration: Ability to establish strong external and internal business relationships and work effectively as part of a team. Nice to Haves:
Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or Industrial Engineering. Knowledge of process improvement and lean manufacturing concepts. Good organizational and time management skills. Adaptability and ability to quickly learn new systems. Thrives in ambiguous situations. The salary range for this position is $21 -26 per hour-.The salary range may be higher or lower depending on the applicant's location. In addition to base salary, this position is eligible for a performance bonus. All eligible Team Members will be offered health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.
If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply. About Terex: Terex Corporation is a global industrial equipment manufacturer of materials processing machinery, waste and recycling solutions, mobile elevating work platforms (MEWPs), and equipment for the electric utility industry. We design, build, and support products used in maintenance, manufacturing, energy, minerals and materials management, construction, waste and recycling, and the entertainment industry. We provide best-in-class lifecycle support to our customers through our global parts and services organization, and offer complementary digital solutions, designed to help our customers maximize their return on their investment. Certain Terex products and solutions enable customers to reduce their impact on the environment including electric and hybrid offerings that deliver quiet and emission-free performance, products that support renewable energy, and products that aid in the recovery of useful materials from various types of waste. Our products are manufactured in North America, Europe, and Asia Pacific and sold worldwide. Additional Information: We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact. We are committed to recruiting, engaging, developing, and retaining team members at all levels of our global workforce. Our culture is defined by our Terex Way Values - Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Our values are the driving force behind our commitment to maintain an inclusive, supportive, non-discriminatory, and safe workplace for all team members. To that end, we are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions.As an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. If you are a qualified individual with a disability, including disabled veterans, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the recruiting department (person or department) atGlobaltalentacquisitions@terex.com . The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.
The Customer Service Representative will play a crucial role in our Aftermarket Parts Department by providing day-to-day phone and case management support. This includes accurately identifying required parts, handling pre- and post-sale inquiries, quoting, order entry, order status updates, and issue resolution. The successful candidate will demonstrate in-depth knowledge of our business, industry, products, systems, and sales transactions. Timely responses, exceptional phone skills, and outstanding written communication are vital in ensuring superior customer service and setting our brand apart from the competition. This position requires strong initiative, leadership, problem-solving skills, and a genuine desire to help customers. Responsibilities:
Customer Support: Respond to customer inquiries promptly, adhering to established performance goals via phone, email, or chat, providing accurate and detailed information. Record Management: Maintain up-to-date and organized records of customer interactions, orders, and technical support cases. This includes updating CRM systems and ensuring all documentation is accessible and accurate. Part Identification: Assist customers in accurately identifying parts they need by using technical manuals, parts catalogs, and product drawings. Interpret technical information and explain it to customers in an understandable manner. Interdepartmental Collaboration: Collaborate with other departments including Materials, Shipping, Pricing, and Sales to ensure customer orders are fulfilled and coordinate the resolution of any issues that arise. Process Improvement: Apply process thinking and principles of Lean Management to enhance office efficiency. Performance Monitoring: Monitor performance metrics and make recommendations for improvement. Personal Development: Engage in personal development and training to enhance skills. Requirements:
Education: High school diploma or equivalent; additional technical education or certifications in automotive or machinery parts is a plus. Experience: Minimum 4 years of work experience in Customer Service, Sales, Marketing, Communications, Service, or relevant field OR a Bachelor's degree in a related field. Work Schedule: Ability to work both in person and remotely on a hybrid schedule based on location. Technical Skills: Strong technical aptitude and ability to interpret parts catalogs and diagrams. Communication Skills: Excellent verbal and written communication skills across various platforms, including email, chat, and phone, with the ability to simplify technical or complex information. Customer Interaction: Polished and effective interaction with customers, with the ability to quickly capture relevant information, explain next steps in issue resolution, communicate status updates, and inspire confidence and trust. Multitasking: Ability to work in a fast-paced environment and handle multiple tasks simultaneously. Problem-Solving: Strong curiosity, creative thinking, and problem-solving skills. Software Proficiency: Experience using Oracle and Salesforce. Proficiency in Microsoft Office 365 suite, particularly Outlook and Teams. Team Collaboration: Ability to establish strong external and internal business relationships and work effectively as part of a team. Nice to Haves:
Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or Industrial Engineering. Knowledge of process improvement and lean manufacturing concepts. Good organizational and time management skills. Adaptability and ability to quickly learn new systems. Thrives in ambiguous situations. The salary range for this position is $21 -26 per hour-.The salary range may be higher or lower depending on the applicant's location. In addition to base salary, this position is eligible for a performance bonus. All eligible Team Members will be offered health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.
If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply. About Terex: Terex Corporation is a global industrial equipment manufacturer of materials processing machinery, waste and recycling solutions, mobile elevating work platforms (MEWPs), and equipment for the electric utility industry. We design, build, and support products used in maintenance, manufacturing, energy, minerals and materials management, construction, waste and recycling, and the entertainment industry. We provide best-in-class lifecycle support to our customers through our global parts and services organization, and offer complementary digital solutions, designed to help our customers maximize their return on their investment. Certain Terex products and solutions enable customers to reduce their impact on the environment including electric and hybrid offerings that deliver quiet and emission-free performance, products that support renewable energy, and products that aid in the recovery of useful materials from various types of waste. Our products are manufactured in North America, Europe, and Asia Pacific and sold worldwide. Additional Information: We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact. We are committed to recruiting, engaging, developing, and retaining team members at all levels of our global workforce. Our culture is defined by our Terex Way Values - Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Our values are the driving force behind our commitment to maintain an inclusive, supportive, non-discriminatory, and safe workplace for all team members. To that end, we are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions.As an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. If you are a qualified individual with a disability, including disabled veterans, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the recruiting department (person or department) atGlobaltalentacquisitions@terex.com . The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.