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eCommerce Operations Specialist

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Last Updated Date: May 1, 2021

Location: Bismarck, ND, US, 58503

Company: Doosan Corp

Job Information

The eCommerce Operations Specialist is responsible for dealer and customer communications through direct and dealer fulfilled eCommerce channels. This person will be responsible to answer questions, research, troubleshoot, and provide solutions in a timely manner to the customers for parts, service, attachments, and whole goods. They will be responsible for understanding processes, policies, strategies, and using backend user interface technology to manage orders, returns, customer and dealer requests, and credit card payments.  They are also responsible to maintain and improve processes within this area.

Role & Responsibility

Order Management
•    Validate that all orders are processed, shipped, closed, and billed within the eCommerce platform.
•    Facilitate tax exemption set up, ensuring proper billing to the customers.
•    Manage credit card payments and refunds.
•    Manage returns within the eCommerce platform.
•    Review and propose process improvements.
Customer Satisfaction
•    Provide customer and dealer support including identifying products needed, order tracking, adding additional parts, closing orders, and processing credit cards. 
•    Strong product knowledge across all product lines to answer customer questions in a timely manner.
•    Maintain strong knowledge of the policies to ensure dealers and customers are being treated equally and fairly.
•    Participate in and have a hands-on approach to complex situations or escalations and work with cross-functional stakeholders to resolve and document.
•    Communicate effectively on difficult topics. 
Sales
•    Understand customer needs to provide product recommendations. 
•    Research and determine replacement parts required for repairs. 
•    Use upselling techniques to ensure customers’ needs are met.
•    Take necessary steps to complete the sale. 
Analysis
•    Track incoming communication from end customers to determine problem products, systems, or processes and communicate with teams to determine improvements.
•    Research technical questions and part identification through stock investigations and online parts systems such as Online Parts Catalogs, Service Manuals, Part Blueprints, Product Build Sheets, etc.
Problem Resolution
•    Communicate internally and externally to expedite and follow-up on availability and backorder status.
•    Facilitate resolution for customer account setup issues. 
•    Research and troubleshoot logistics issues for missing delayed, and damaged shipments.
•    Ability to come up with creative solutions to issues that arise and see through to resolution.

Job Requirement

  • Education Requirement: Associate’s Degree required in business management, technical field, or related field of study; Bachelor’s Degree preferred.
  •  2 - 5 years’ experience.
  • Above average computer skills with the ability to understand and navigate complex database systems. 
  • Excellent written and verbal communication skills.
  • Ability to multi-task in a fast-paced work environment.
  • Positive conflict resolution skills.
  • Self-motivated and results-oriented with proven problem-solving ability.
  • Ability to follow instructions and cooperate with others.
  • Ability to understand work and process flows to manage eCommerce operations.
  • Travel Required: <10%.

 

Doosan Bobcat North America will not sponsor applicants for work visas, nor provide any OPT, CPT or other immigration support, for this position.

 

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Doosan Bobcat, a leading global manufacturer of construction, agriculture and landscaping equipment, attachments and services, is committed to empowering people to accomplish more.

As a part of the Doosan Group, which employs more than 43,000 people in 38 countries worldwide, the company offers its customers products and solutions to help build stronger businesses and communities. Based in Seoul, South Korea, with its North America headquarters in West Fargo, North Dakota, Doosan Bobcat is home to world-renowned brands. This includes: Bobcat® compact equipment; Doosan Portable Power products; BOB-CAT Mowers; Ryan and Steiner grounds care equipment; and Geith attachments.

At Doosan Bobcat, our success is powered by our people. Through our winning culture and one global team working together, we deliver the best products and service to our customers – and make the world a better place. Join our team today and start building your career with a worldwide leader.

Doosan is committed to a diverse workforce and is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 701-241-8700. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.

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Nearest Major Market: North Dakota
Nearest Secondary Market: Bismarck