Customer Service Representative

7 months ago

Sunshine, Australia AGCO Full time

Do you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges at AGCO we are proud to be working towards a solution, come and join us as our new Customer Service Representative and make your contribution.

**Job Summary**:
1. Providing parts support to AGCO’s Australian & New Zealand dealer networks which includes identifying parts requirement, parts interpretation and order management.

2. Acting as a local point for all parts enquiries and follow up with dealers and company personnel as required.

3. Liaise with other departments both local and overseas to resolve dealer concerns.

4. Ensuring that all administrative tasks are carried out according to procedures.

5. Soliciting and securing dealer’s parts orders with a view of achieving or exceeding Company targets.

**Your Impact**
- Respond to dealer enquiries within service level and retain ownership until successful resolution whilst maintaining communication with dealer.
- Source VOR back ordered parts from suppliers both locally and internationally. Seek alternative sources of supply to ensure average lead time is less than 8 days from time of order.
- Monitor all back orders and advise customers of any delays greater than 14 days for Daily and 63 days for Stock orders.
- Utilise QlikView and monitor outstanding customer orders, including VOR’s, DVS’s & Supersessions.
- Process all dealer parts return requests within 24 hours of receipt.
- Ensure Direct Vendor Shipments are entered into the system and invoiced on a same day basis.
- Utilise system & reports to monitor K.P.I’s.
- Where possible, offer alternative product related solutions to dealers.
- Identify and interpret parts.
- Ensure the integrity of the online Parts books by identifying any errors and escalating to the Parts Training and Dealer Development Manager for amendment.
- Attend all customer service team meetings, system and product training sessions, as directed.
- Contact dealers promoting marketing initiatives determined by Parts Marketing, using scripts provided.
- Conduct follow up calls on a routine basis to the dealer network to ensure they have received and understand current sales programs.
- Work with and support our Parts & Supply Group, helping to support customers and create sales opportunities.
- Carries out all duties in accordance with State & Federal Laws; complying with all company policies and procedures including OH&S.
- Utilise GROW system.

**Your Experience and Qualifications**
- Tertiary study in Agriculture, Engineering, Automotive or Technician Certificate preferred but not required.
- Parts interpretation experience in an agricultural industry or in a parts distribution business is an advantage.
- Previous experience in a customer service/sales role, preferably in a customer service/call centre environment.
- Excellent communication skills, both verbal and written.
- Ability to manage relationships and expectations on various levels.
- Excellent interpersonal skills (approachable, positive, motivated, go-getter attitude).
- Appreciation and an interest in providing exceptional customer service.
- Ability to multitask, prioritize and work under pressure.

**Your Benefits**
- Competitive base salary
- A company performance related annual bonus
- Going above and beyond reward and recognition bonus
- Continuous inhouse training
- A supportive workplace culture

Brand/location information

We value inclusion and recognize the innovation a diverse workforce delivers to our farmers. Through our recruitment efforts, we are committed to building a team that includes a variety of experiences, backgrounds, cultures and perspectives.

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