Export Dealer Service Representative

Job Information

Are you passionate about providing top-notch customer service and support in a dynamic, global environment? Do you excel in managing logistics and export processes while ensuring customer satisfaction? If so, we invite you to apply for the position of Export Customer Service Representative.

Role & Responsibility

• This role manages, assigns and supervise the tasks of the CSR’s (Customer Service representatives) and manages the resolution of customer issues.  This position also works closely with the Operations, distribution, logistics and compliance on improvements and decision making regarding export needs and issues.
• Responsible for all customer service aspects related to completes, attachments and parts.
• Manage access to “Doosan’s Passport” for the dealers and provide support to all district managers and dealers in that regard.
• Logistics, export, and process related issue resolution in regards to shipping, documentation, claims, lead times and customer service.  Acting as the main liaison between the dealers import and logistics departments and the factories.
• Work in coordination with the Korean support team in order to track orders, releases, in transit goods and issue resolution. Including pricing mistakes, discounts and documentation.
• This position is to provide Customer Service Support and Training to the Bobcat and Portable Power dealership network within South America, Central America, Mexico and the Caribbean; as well as end customers and business units. CSR interact daily with the Korea Team, regarding sales/pricing, information management, data-base, finance issues; as well as with the credit and collections team in Mexico. Also interact with the Europe and USA factory teams including the following departments: product management, shipping, exports, information management, planners and aftermarket customer service teams. Incumbent will also support upper management, district regional sales and service managers including aftermarket.
• Responsible for all customer service aspects related to completes, attachments and parts.
• Logistics, export, and process related issue resolution in regards to shipping, documentation, claims, lead times and customer service.  Acting as the main liaison between the dealers import and logistics departments and the factories.

Others:

• Proactive participation in issue resolution and follow up as it relates to operational and process functionality. Working with operations, IT and the required functional teams.
• Proactive support to the sales and service team anytime we encounter operational or logistic issues related to a particular dealer or country.
• Support the strategic initiatives and provide feedback on results.
• Daily backorder reporting and monitoring for parts, attachments and wholegoods.
• Proactive participation in issue resolution and follow up as it relates to operational and process functionality. Working with operations, IT and the required functional teams.
• Proactive support to the sales and service team anytime we encounter operational or logistic issues related to a particular dealer or country.
• Support the strategic initiatives and provide feedback on results.
• Daily backorder reporting and monitoring for parts, attachments and wholegoods for assigned countries.

Job Requirement

• Education Requirement: High School Diploma (or GED or High School education equivalent); or 5<10 years related experience and/or training in Lift Trucks; or equivalent combination of education and experience.
• Travel: Up to 10%
• Language Skills: Fluent in English, Spanish, and Portuguese
• Experience with Technology: ERP systems such as SAP, ORACLE, Microsoft.