About the job
Become an integral member of the SuperStaff team as a Parts Experience Specialist! In this pivotal position, you will serve as the primary resource for both internal and external customer inquiries regarding parts orders, adeptly resolving any challenges that may arise. If you possess a natural aptitude for problem-solving and a commitment to delivering exceptional service, this role may be your ideal match!
Responsibilities
- Log into the phone system for scheduled hours, ensuring proper log in/out procedures using the appropriate release codes.
- Maintain a courteous, cordial, and professional demeanor in all communications with customers, both internal and external, ensuring timely responses.
- Strive to meet the service level goals by monitoring call volume, expediting responses during busy periods, and checking voicemail at designated times.
- Accurately enter customer part orders, including factory direct orders, in a timely manner.
- Communicate with vendors to gather product or part numbers and technical details, effectively relaying this information to customers and technicians.
- Follow up with vendors regarding customer back orders to guarantee prompt delivery of parts.
- Properly process return authorization invoices for parts, including instructions for ARS labels.
- Timely mail or fax literature, diagrams, or copies of invoices or statements to customers upon request.
- Exhibit proficiency in managing binwork, including new accounts, account changes, credit entries, credit card payments, and backorder/cancellation statuses.
- Maintain a calm, confident, and professional demeanor in all situations.
- Document customer discussions in the CRM promptly and accurately, utilizing notes to enhance customer service quality.
- Keep management informed by providing accurate and timely information, ensuring efficient service delivery that meets customer expectations.
Benefits
What We Offer:
- Opportunities for professional growth and development.
- Seasonal bonus provided upon successful completion of the contract.
- A collaborative and supportive international team environment.
- Competitive salary of $3,500,000 COP.
- Hybrid work model (available to Medellín residents only).
- Monday to Friday schedule, with weekends off.
- *Please note: This position is seasonal and offered under a fixed-term contract, concluding at the end of the contract period.